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.
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.
You will have the following experience:
- Leading a Customer Success, customer experience, account management or client service function in a complex, insight-led or business-to-business environment.
- Developing and implementing customer retention, adoption and value-realisation strategies.
- Building customer success plans, governance frameworks, Executive Business Reviews and customer health or risk-management approaches.
- Leading and developing high-performing teams, with clear accountabilities, performance measures and succession planning.
The skills and capabilities that we are looking for:
- A customer-centred and outcome-focused approach, combined with strong commercial judgement.
- Strategic thinking, confident decision-making and the discipline to turn plans into measurable results.
- Clear, collaborative and accountable leadership, with strong communication and change leadership capabilities.
Reasonable Adjustments
Worldpanel is committed to offering equal opportunities to all individuals including during the recruitment process. If you require any reasonable adjustments or assistance, please advise us in advance of your interview so that we can make the necessary arrangements.
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.
Skills Required
- Experience leading a Customer Success, customer experience, account management, or client service function in a complex, insight-led, or B2B environment.
- Experience developing and implementing customer retention, adoption, and value-realization strategies.
- Experience building customer success plans, governance frameworks, Executive Business Reviews, and customer health or risk-management approaches.
- Experience leading and developing high-performing teams with clear accountabilities, performance measures, and succession planning.
- Customer-centered, outcome-focused approach with strong commercial judgment.
- Strategic thinking and confident decision-making with the ability to deliver measurable results.
- Strong communication, collaboration, accountability, leadership, and change-management capabilities.
Numerator Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Numerator and has not been reviewed or approved by Numerator.
-
Leave & Time Off Breadth — Time off is described as generous, with PTO, paid holidays, and companywide “Recharge Days” alongside options like paid volunteer time. Mentions of flexible or unlimited PTO policies indicate breadth across leave types.
-
Healthcare Strength — Healthcare coverage spans medical, dental, and vision, with mental-health support and an EAP also noted. Protection benefits such as disability and life insurance further reinforce coverage strength.
-
Wellbeing & Lifestyle Benefits — Work–life balance is emphasized through flexible schedules, remote work programs, and quiet focus time. Wellness-oriented offerings like gym memberships and company-sponsored outings complement this flexibility.
Numerator Insights
What We Do
Numerator is a data and tech company bringing speed and scale to market research. Headquartered in Chicago, IL, Numerator has more than 2,400 employees worldwide. The company blends proprietary data with advanced technology to create unique insights for the market research industry that has been slow to change. The majority of Fortune 100 companies are Numerator clients.
