Customer Success Manager jobs in United States

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Nailbiter is transforming traditional market research through its innovative Behavioural Videometrics Platform.

With headquarters in Herndon, Virginia (USA), and a growing global presence including London, New York, Chicago, Paris, Dubai, and Mumbai, Nailbiter observes and analyses shopper and consumer behaviour both in-store and online at scale. Ranked #8 in the Top 50 Most Innovative Companies by clients in the 2024 GRIT Report (up from #12 in 2023), and #2 in Most Innovative Data & Analytics Providers, our platform converts video data into actionable brand metrics that empower Brand, Shopper, Category, and Insights teams. We work with the majority of the top 20 global FMCG companies and have demonstrated consistent growth since our founding in 2015.

Our proprietary technology enables manufacturers and researchers to “see” and “hear” their consumers make purchasing decisions. These consumer interactions—captured via video—are then quantitatively coded using AI and human analysts to surface both stated and latent motivations. This approach uncovers hidden barriers to product success, delivering insights that drive immediate, evidence-based decision-making for our clients.

At Nailbiter, we are committed to a culture built on fairness, diversity, and mutual respect. We embrace change and innovation, providing an exciting environment for individuals who are eager to make a meaningful impact in the fast-evolving world of Behavioural Videometrics. To learn more, visit us at www.nailbiter.com.

Position Overview:

We are seeking an experienced and hands-on research leader to join our team as Director, Client Success. In this senior role, you will manage strategic client relationships, mentor junior team members, and oversee the delivery of impactful, data-led insights across the full project lifecycle. The ideal candidate will bring deep expertise in FMCG categories, and retail dynamics, combined with strong quantitative research capabilities and a consultative mindset.

This is a remote position based in the UK, with occasional travel to meet clients particularly in the Chicago and New York metro areas as well as 1–2 annual visits to our global headquarters in Herndon, VA.

Key Responsibilities:

• Insight Storytelling: Transform research findings into compelling, client-ready reports and presentations with clear narratives, insightful conclusions, and actionable recommendations.
• Strategic Consulting: Serve as a trusted advisor to global FMCG clients, addressing their strategic business questions and delivering evidence-based guidance.
• Team Leadership: Mentor and coach junior colleagues, promoting skill development and supporting succession planning and team growth.
• Project Delivery: Lead end-to-end project management, including study design, data analysis, and client engagement, ensuring timely and high-quality outputs across all phases of research.

Ideal Candidate Profile:

• Educated to degree level in a relevant field (e.g., social sciences, business, marketing, or related disciplines)
• 6–8 years of experience in market research, shopper insights experience is desired
• 4+ years of experience working with or supporting FMCG (fast-moving consumer goods) brands or categories
• Strong knowledge of quantitative research methodologies
• Demonstrated ability to translate complex data into insightful, actionable client narratives
• Skilled at managing multiple projects simultaneously to meet deadlines
• Excellent verbal and written communication skills, including client-facing presentations
• A collaborative team player who also thrives in independent, self-directed work
• Highly analytical, detail-oriented, and comfortable working in a fast-paced environment
• Proficient in Microsoft Office, especially Excel and PowerPoint

Compensation and Benefits:

Nailbiter offers a competitive remuneration package, including stock options, healthcare benefits, and flexible remote working arrangements. As a high-growth company, we provide strong career progression opportunities. As a key member of our Client Success team, you will play a central role in driving Nailbiter’s growth and delivering lasting value to our clients.