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For Companies At a Glance
- Tasks: Nurture client relationships and drive commercial growth through strategic engagement.
- Company: Dynamic company focused on client success and innovative solutions.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional development.
- Other info: Fast-paced environment with excellent career advancement opportunities.
- Why this job: Make a real impact by helping clients succeed and grow their businesses.
- Qualifications: Proven track record in client engagement and revenue growth; training provided.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Obsessed With Clients. Driven by Growth.
Location: London (hybrid), with regular UK client travel
Team: Business Development (across Kantar Domains)
Contract: Permanent
Comp: Includes an annual individual revenue target (upsell & cross‑sell)
About the Role
The Client Success Director role sits at the heart of Business Development and exists for one purpose: nurture and build relationships with newly converted clients, turning every new win into sustained, accelerated commercial growth.
You’ll own the first 12 months of a portfolio of newly acquired clients (Kantar Marketplace/agile solutions space new logos and cross‑sell wins)—and ensure they quickly see value, feel supported, and continue to buy – continuously seeking out the next opportunity to drive growth.
You’ll build senior client relationships, understand what matters most to them, and convert those insights into incremental revenue and multi‑domain expansion. This is a high‑impact, face‑to‑face commercial role for a natural relationship‑builder who thrives in conversations that uncover needs, shape demand, and open new revenue pathways.
Success Outcomes
- Commercial Growth: Deliver incremental revenue against your individual target with disciplined pipeline coverage and accurate forecasting.
- Expansion at Scale: Drive multi‑domain, multi‑buyer penetration across priority accounts—turning early wins into broader adoption across Brand, Creative, Media and more.
- Client Health & Advocacy: Build strong client relationships, elevate client experience, anticipate risks early, and secure ongoing executive sponsorship.
- Fast Time‑to‑Value: Lead efficient onboarding with early adoption milestones and visible proof of value that fuels further commercial conversations.
- Governance & Compliance: Ensure all client hospitality and event activity adheres to policy. Make our new clients feel valued and treasured.
Key Responsibilities
- Growth & Value Realisation: Lead post‑sale success plans with clear value hypotheses, adoption objectives, and commercial expansion paths. Translate real client outcomes into compelling cross‑sell and upsell stories that open new revenue streams. Navigate pricing and commercial options confidently—using Good/Better/Best frameworks to land strong entry points and build upsell momentum.
- Opportunity Identification & Orchestration: Stay close to client ambition, shifting priorities and emerging needs to proactively spot whitespace. Partner with Business Development Hunters, Orchestration (Conversion and Programme Design), Client Partners, and Domain/Solution Leads to shape, sequence and accelerate client‑led pursuits. Work closely with Business Development and domains, Marketing and Thought Leadership to align growth plays (Cross‑Sell, Steal) to maximise share of wallet and protect revenue.
- High‑Impact Client Engagement: Maintain a high‑frequency, face‑to‑face rhythm: executive reviews, roadmap sessions, workshops, pilots and event‑led experiences. Host clients at Kantar events and curated experiences to deepen relationships. Ensures our new clients are involved in relevant VIVO breakfasts, are receiving relevant and compelling content from us.
- Collaboration & Handover Excellence: Lead the post‑win handover with clarity on scope, outcomes and value expectations. Align internal teams to deliver the value promised, ensuring seamless client experience across domains. Champion the use of toolkits, playbooks and best practices for consistent growth execution.
- Commercial Management: Run a disciplined book of business with rigorous pipeline hygiene, weekly commitments, and proactive removal of roadblocks. Shape commercially sound SOWs that balance client ambition with realistic delivery and strong value articulation.
What You’ll Bring
- A proven track record of turning adoption into client‑led expansion and revenue growth.
- Knowledge in insights, analytics, brand/media, innovation, advisory or CX (relationship building is key – knowledge non-essential as training will be provided).
- A passion for spending meaningful time with clients—listening deeply, asking the right questions and finding opportunities in the conversation.
- Confidence in pricing, negotiation and integrated solution framing.
- High energy, curiosity and a commercial intuition for where growth sits in the client’s world.
- Strong stakeholder mapping and orchestration skills across BD, Marketing, Client Partners, and Domain/Solution Leads.
- Skilled use of Copilot to surface new opportunities and relevant client‑forward insights.
- Proficient use of CRM.
Behaviours (Aligned to SKALE 80)
- Client‑Obsessed & Commercially Relentless — pursues revenue opportunities with hunger while building long‑term client value.
- Connects to Win — orchestrates teams and diverse expertise to unlock growth.
- Builds Great Teams — energises cross‑functional groups to deliver exceptional outcomes.
- Solves Problems Decisively — uses data and insight to drive bold decisions.
- Amplifies Expertise — elevates Kantar’s edge through strong commercial and client mastery.
Working Pattern & Travel
Hybrid London role with frequent in‑person client meetings and UK travel (occasional international as needed). Flexibility aligned to client demand.
What the role is not: Project delivery, New logo selling.
Client Success Director in London employer: Ersilia
Contact Detail:
Ersilia Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Success Director in London
✨Tip Number 1
Get to know your potential clients before the meeting. Research their business, understand their challenges, and think about how you can help them grow. This way, when you walk into that room, you’re not just another face; you’re someone who’s genuinely interested in their success.
✨Tip Number 2
Practice your pitch! You want to be able to communicate your value clearly and confidently. Role-play with a friend or colleague to refine your approach and get comfortable with the key points you want to hit during client meetings.
✨Tip Number 3
Follow up after your meetings. Send a quick thank-you email, summarising what you discussed and any next steps. This shows you’re proactive and keeps the conversation going, which is crucial for building those long-term relationships.
✨Tip Number 4
Leverage our website to apply for roles like the Client Success Director. It’s a great way to showcase your interest and get noticed by the right people. Plus, we love seeing candidates who take the initiative to connect with us directly!
We think you need these skills to ace Client Success Director in London
Some tips for your application 🫡
Show Your Client Obsession: Make sure to highlight your passion for building strong client relationships in your application. We want to see how you've turned client interactions into growth opportunities in the past!
Be Specific About Your Achievements: When detailing your experience, use specific examples that demonstrate your success in driving revenue and client satisfaction. Numbers and results speak volumes, so don’t hold back!
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the skills and experiences that align with our Client Success Director role. Show us why you’re the perfect fit!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take that extra step!
How to prepare for a job interview at Ersilia
✨Know Your Clients
Before the interview, research the company’s client base and their needs. Understand how the role of Client Success Director can directly impact client satisfaction and revenue growth. This will help you demonstrate your client-obsessed mindset during the conversation.
✨Showcase Your Relationship-Building Skills
Prepare examples from your past experiences where you've successfully built and nurtured client relationships. Highlight specific instances where your efforts led to upselling or cross-selling opportunities, as this aligns perfectly with the role's focus on commercial growth.
✨Be Ready to Discuss Growth Strategies
Think about how you would approach driving multi-domain expansion for clients. Be prepared to share your thoughts on identifying whitespace and orchestrating opportunities, as these are key responsibilities in the job description.
✨Demonstrate Your Commercial Acumen
Familiarise yourself with pricing strategies and negotiation techniques. During the interview, confidently discuss how you would navigate pricing options and articulate value to clients, showcasing your ability to balance client ambition with realistic delivery.