Director Customer Success

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.