Customer Success Director, UK & Ireland Location: London, UK | Hybrid Reports to: Executive Managing Director UK & Ireland
About Worldpanel by Numerator
Worldpanel delivers continuous, behaviour-based consumer and shopper insights, helping brands and retailers understand what people buy, where, how often and why—translating data into growth opportunities and competitive advantage.
Role Overview
Lead and shape Customer Success across the UK & Ireland, setting the strategy to accelerate adoption, strengthen retention and drive growth. You will champion a seamless customer journey from onboarding to lasting value, influence the products and priorities that matter most, resolve risks early and turn more customers into passionate advocates for Worldpanel.
What is in it for you?
- The opportunity to shape and lead the UK & Ireland Customer Success strategy.
- A senior leadership role with direct influence on customer retention, growth, advocacy and experience.
- The scope to build and develop a high-performing Customer Success team.
- The opportunity to establish scalable customer success standards, governance and ways of working.
The key responsibilities in this role:
- Define and deliver the UK & Ireland Customer Success strategy, operating model and annual plan, establishing differentiated service propositions for strategic, enterprise and mid-tier customers.
- Own customer retention, renewal readiness and value realisation, using customer engagement and product adoption to identify risks and highlight expansion opportunities.
- Ensure customers have effective Executive Business Reviews and access to the products, services and capabilities that will accelerate value.
- Build and develop a high-performing team while introducing effective customer health scoring, risk governance, reporting, playbooks and success standards.
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