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Director Customer Success

Numerator

La Défense, USAJobNo compensation foundTracked 2w agoSeen in employer's feed 2 days ago
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At a glance

Compensation
No compensation found
Location
La Défense, USA
Work Authorization
Not specified

Job overview

Numerator is hiring a Director Customer Success. The Customer Success Director leads the Customer Success team to ensure client satisfaction, development, and retention, turning the client experience into a competitive advantage while anticipating contract renewals and maximizing retention opportunities.

Key focus areas include Lead and develop a performance- and service-quality-oriented organization, Ensure a smooth, consistent, and distinctive client experience across all touchpoints, and Manage operational performance through key indicators such as client satisfaction and utilization rate.

Important skills include Client Satisfaction, Client Development, Client Retention, Leadership, Performance Management, and Service Quality Management. Preferred (not required): Salesforce.

Skills & qualifications

RequiredNice to have

Skills

Client SatisfactionClient DevelopmentClient RetentionLeadershipPerformance ManagementService Quality ManagementClient Experience ManagementClient IntimacyCollaborationClient OrientationService SenseAnalytical SkillsFact-Based Decision MakingFrenchEnglishSalesforce

Qualifications

Experience Leading Customer Relationship ActivitiesExperience Leading Customer Success ActivitiesExperience Leading Client Service ActivitiesAbility to Build Close Client RelationshipsProven Track Record of Commercial SuccessRecognized ManagerAbility to Bring Teams TogetherAbility to Develop TalentAbility to Support Change in Demanding EnvironmentsEase in an International Environment

Full job description

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.

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.

You've read the whole posting — now see how you match it.

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