Director, Client Success

Ipsos in US; Culver City (CA); On-site; USD 100,000 - 115,000; Full time

Job summary

Ipsos is seeking a Director, Client Success to lead the execution and coordination of technical projects for the Communities and Custom Panel team in the United States. The role emphasizes managing client communications, documentation, SOP updates, and end-to-end project financials, including quoting and invoicing.

The ideal candidate has 6+ years in marketing research operations with a focus on project management and Client Success, strong analytical skills, and the ability to create value

Qualifications

• 6+ years of marketing research operations experience focusing on project management and Client Success.
• Ability to pinpoint issues (quality control, timeline slippage, scope) and manage conflicting priorities.
• Experience with process management and improvement.
• Experience with standard research deliverables (data tables, toplines, report decks, cross-tabulation tools)
• Experience with standard research inputs (questionnaire design, coding specs & tab plans, sample plan & quotas).

Responsibilities

• Lead client communications around all project and status updates including timelines for launch, recruitment updates, completes, etc.
• Own development of all client facing documentation and updating of SOPs
• Manage project financials from end-to-end, including generating order forms, tracking budget allocations, updating internal quoting systems, and the invoicing.
• Oversee recruitment strategy, liaising with external vendors to source quotes for specialized/niche audiences and scaling recurring participant needs.
• Lead cross-functional operational alignment, constructing agendas and driving weekly status meetings across client teams, internal operations, and specialized technical/dashboard partners.
• Maintain operational integrity by managing project decision logs, updating canonical documentation, and refining standard operating procedures (SOPs) for evolving client workflows.
• Responsible for finding and recommending operational solutions and/or cost‑saving opportunities to address specific client objectives
• Have strong written and oral communication skills, able to effectively articulate project details, issues and resolutions with clients and internal stakeholders at all levels in the organization
• Showcase proactive tendencies, continuously looking for ways to add and create value
• Display critical thinking and analytic skills
• Possess high attention to detail, thrive in a fast‑paced environment and be inquisitive

Skills

Project management

Client Success

Quality control

Timeline management

Communication

Tools

Questionnaire design

Coding specs & tab plans

Sample plan & quotas

Job description

Job Description

What makes this role important at Ipsos?

Ipsos is seeking a driven Director, Client Success with functional expertise and technical knowledge to lead in the execution and coordination of technical projects for the Communities and Custom Panel team.

What You Can Expect To Be Doing

• Leading client communications around all project and status updates including timelines for launch, recruitment updates, completes, etc
• Owning development of all client facing documentation and updating of SOPs
• Manage project financials from end-to-end, including generating order forms, tracking budget allocations, updating internal quoting systems, and the invoicing.
• Oversee recruitment strategy, liaising with external vendors to source quotes for specialized/niche audiences and scaling recurring participant needs.
• Lead cross-functional operational alignment, constructing agendas and driving weekly status meetings across client teams, internal operations, and specialized technical/dashboard partners.
• Maintain operational integrity by managing project decision logs, updating canonical documentation, and refining standard operating procedures (SOPs) for evolving client workflows.
• Responsible for finding and recommending operational solutions and/or cost‑saving opportunities to address specific client objectives
• Have strong written and oral communication skills, able to effectively articulate project details, issues and resolutions with clients and internal stakeholders at all levels in the organization
• Showcase proactive tendencies, continuously looking for ways to add and create value
• Display critical thinking and analytic skills
• Possess high attention to detail, thrive in a fast‑paced environment and be inquisitive

This might be the job for you if you have:

• 6+ years of marketing research operations experience with a focus on project management and Client Success.
• Proven ability to pinpoint issues (ex: quality control, timeline slippage, scope) and manage workload with conflicting priorities
• Process management and improvement experience
• Proven expertise with standard research deliverable outputs (ex: data tables, toplines, report decks, cross‑tabulation tools)
• Proven expertise with standard research inputs (ex: questionnaire design, coding specs & tab plans, sample plan & quotas)

In accordance with NY/CO/CA/WA law, the estimated base salary range for this role is $100,000 to $115,000. Your final base salary will be determined based on several non‑discriminatory factors which may include but are not limited to location, work experience, skills, knowledge, education and/or certifications.

What’s In It For You: At Ipsos you’ll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy, and a strong collaborative culture.

Benefits

To find out more about all the great reasons to work at Ipsos, how we’re making an impact around the world, and more about our benefits and employee programs, please visit : Why Work at Ipsos | US

Inclusive Workplace Commitment

Ipsos recognizes the necessity of building an inclusive culture that values each employee’s individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos’ diverse employees who compile and analyze this data—they are the essence of who we are and what we do. We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion, and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual. Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.

Onsite

About Us

Ipsos is one of the world’s largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full‑service research organization for four consecutive years. With over 75 different data‑driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject‑matter experts from around the world, combining thematic and technical experts to deliver top‑quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we are proud of our continuous efforts in making Ipsos the best place to work!

About The Team

The SMX Communities team gives clients real‑time access to their consumers via an engaging, social platform. Research activities include quantandqual – and regardless of approach, always encourage proactive, in‑depth feedback through asking, listening, discussing, and co‑creating.