Customer Success Director

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.

Numerator is seeking a Customer Success Director to serve as a trusted advisor to our Strategic Accounts, ensuring they achieve success with Numerator’s platforms, and maximize their return on investment - leading to strong renewal rates and growth across our portfolio of products.

This individual is responsible for understanding customer business objectives, leading frequent discussions with end users as well as senior executives across Sales, Marketing, Merchandising, Category Management, Brand, and Insights to confirm business value and discover new needs. The Customer Success Director will partner with and work cross functionally with other members of the organization including onboarding, education, support, operations, & product teams to ensure clients get the most from our game-changing insights and products. In addition, they will work in partnership with Sales and Consulting colleagues to help expand our customer footprint.

All individuals within customer success execute with excellence, and take ownership of their assigned territory and have a keen eye towards understanding and identifying impact.

How You'll Spend Your Time

• Manage client relationships and client health after onboarding is complete to drive on-going realized value against measurable long-term strategic goals to ensure success
• Establish and execute against a Customer Success Plan that ensures value delivered for the customer over time and the adoption of contracted Numerator solutions across key user groups
• Be an advocate and advisor for all assigned clients by understanding their business deeply and helping them leverage Numerator’s solutions to help them grow through outreach, training, and overall ongoing connectivity with key stakeholders and user groups
• Work closely with Sales colleagues to support business reviews, ensure renewal of annual recurring revenue, and identify and support growth across an assigned portfolio of clients
• Deliver on key success metrics including renewal rates, identifying realized business value via impact stories and customer use cases
• Some travel required
  
  

What You'll Bring to Numerator

• Skilled at developing relationships with clients to become a trusted advisor
• Strong organizational and project management skills
• Excellent oral and written communication skills
• Strong presentation skills, with experience presenting directly to clients and prospects with varying levels of experience from analyst to executive leadership
• CPG and/or Retailer knowledge, including knowledge of consumer and category insights. Must be able to speak the language at a granular level of detail, understand their key strategic initiatives and how promotional data can be leveraged to achieve their goals
• Experience in Customer Success or related role with a focus on account planning and management
• Proven analytic skills: conceptualizing, analyzing, deriving insights from data, to create compelling stories for clients
• Ability to think outside the box, developing creative solutions and ways to engage with users in new ways to drive adoption of our solutions
• Proficient with multi-tasking, prioritizing, and working with colleagues across a wide portfolio of accounts
• Able to easily walk clients through an entire process, step by step, and create a story to increase understanding of the data
  
  

Experience Required

• Bachelor’s Degree with 4-7 years relevant experience
• CPG experience in Brand Marketing, Market Research, Category Management and/or Shopper & Consumer Insights roles or experience, and/or as a service provider to these functions
• Experience managing large, complex client organizations, as well as 1,000+ end-users, while being able to effectively prioritize competing needs
• Working knowledge of enterprise software applications and services designed for the retail and consumer goods industries is highly valued (e.g., Nielsen, Circana, Dunnhumby)
  
  

What We Offer You

• An inclusive and collaborative company culture
• An opportunity to have an impact on our growing teams and organization
• Market competitive total compensation package
• Volunteer time off and charitable donation matching
• Strong support for career growth, including mentorship programs, leadership training, access to employee resources groups
• Regular hackathons to build your own projects and work with people across the entire company
• Great benefits package including medical/vision/dental insurance, unlimited PTO, and 401k plus matching