Director Customer Success

Director Customer Success

Location: La Défense, Paris

Job Description

We’re reinventing the market research industry. Let’s reinvent it together.

At Numerator, we believe tomorrow’s success starts with today’s market intelligence. We empower the world’s leading brands and retailers with unmatched insights into consumer behavior and the influencers that drive it.

OVERALL MISSION

The Customer Success Director is responsible for client satisfaction, development, and retention. He/she leads the Customer Success team and guides it to make the client experience a competitive advantage. He/she anticipates contract renewals in order to anticipate client needs and maximize retention opportunities.

KEY RESPONSIBILITIES

• You lead and develop a performance- and service-quality-oriented organization.
• You ensure a smooth, consistent, and distinctive client experience across all touchpoints.
• You manage operational performance through key indicators: client satisfaction, service quality, utilization rate of contracted servicing, productivity, and process automation.
• You oversee the governance of contract renewals and competitive tenders by ensuring that the service offering matches client needs, addressing pain points, and maximizing client intimacy.
• In partnership with the Sales and Delivery teams, you enable a seamless client experience across all interactions with Worldpanel.
• You embody the voice of Worldpanel with clients and contribute directly to the company’s business performance by sustainably improving client satisfaction and operational efficiency.

Skills & Requirements

PROFILE REQUIRED

You have significant experience leading Customer Relationship, Customer Success, or Client Service activities. You have demonstrated your ability to build close client relationships and have a proven track record of commercial success.

As a recognized manager, you know how to bring teams together around a shared vision, develop talent, and support change in demanding environments.

You enjoy environments where cross-functional collaboration is a key success factor.

Your proficiency in Salesforce and your ease in an international environment are real assets.

EXPECTED QUALITIES

• Inclusive leadership and the ability to engage teams on a daily basis.
• Excellent client orientation and strong sense of service.
• Ability to analyze and make fact-based decisions quickly.
• Strong ability to work cross-functionally with a wide range of stakeholders.
• Full fluency in both French and English.

There is strength in numbers - We are the Numerati

Numerator is 5,800 employees strong. We have the confidence to be real and embrace what makes each Numerati unique. Our diverse experiences, ideas and backgrounds fuel our innovation.

Being part of the Numerati means that we’ll take care of you! From our Recharge Days, maximum flexibility policy, wellness resources for employees and their families, development opportunities and much more — we’re always finding ways to better support, celebrate and accelerate our team.