Customer Success Director UKI

Overview

As Customer Success Director for UK & Ireland, you will shape the CS strategy to accelerate adoption, protect retention, and drive growth. You’ll shepherd a seamless journey from onboarding to lasting value, influence product priorities, and convert customers into advocates. This senior role leads a high-performing team and builds scalable governance for a differentiated CS proposition. You’ll partner with cross-functional teams to deliver measurable outcomes and value for Worldpanel customers.

Pay / Benefits

• Recharge Days
• maximum flexibility policy
• wellness resources for employees and families
• development opportunities

Responsibilities

• Define and deliver the UK & Ireland CS strategy, operating model, and annual plan with differentiated propositions for strategic, enterprise, and mid-tier customers
• Own retention, renewal readiness and value realisation, using engagement and adoption to spot risks and expansion opportunities
• Ensure Executive Business Reviews and access to relevant products and capabilities to accelerate value
• Build and develop a high-performing team with health scoring, risk governance, reporting, playbooks and success standards

Key requirements

• Leading a Customer Success, CX, account management or client service function in a complex B2B/insight-led environment
• Developing and implementing retention, adoption and value-realisation strategies
• Building CS plans, governance frameworks, EBRs and health or risk-management approaches
• Leading and developing high-performing teams with clear accountabilities and succession planning

• customer-centred
• collaborative
• accountable leadership
• strategic thinking
• clear communication
• change leadership

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