Customer Success Director

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage a client portfolio comprehensively, holding commercial responsibility for retention, growth, and overall account wellness.

• Lead discussions on renewals and commercial terms, including pricing, project scoping, and contract negotiations.

• Facilitate the activation of use cases, transitioning accounts from a singular repeatable study to a multi-use-case program that spans various teams and budgets.

• Oversee continuous product enablement, which includes onboarding, platform configuration, live and asynchronous training sessions, dashboard and report walkthroughs, and informing clients about new releases.

• Establish trusted, multi-faceted relationships within each account, especially with the economic decision-maker.

• Collaborate with Support to guarantee prompt, context-rich product assistance and swiftly resolve any issues.

• Represent client interests internally with precision and evidence, guiding decisions on the product roadmap.

• Work collaboratively across Sales, Research, and Product teams to provide a seamless client experience.

⛳️ Requirements

• A minimum of 8 years of experience in market research on the supplier side, whether at an agency, research technology company, or in a client-side role.

• At least 6 years of experience managing client relationships with direct commercial responsibility, which includes overseeing renewals, negotiating pricing, and closing expansion or repeat business from start to finish.

• Proven ability to rapidly learn technical products in-depth, with a history of becoming the primary platform expert for assigned accounts.

• Excellent communication and presentation skills, adept at leading training sessions, commercial negotiations, and strategic business reviews.

• Highly collaborative, with a proven track record of working across Sales, Product, and Research teams.

• Comfortable with navigating change and uncertainty in a dynamic, high-growth environment.

• A curious, customer-focused approach with a desire to enhance impact through technology, enablement, and strategic partnerships.

🏝️ Benefits

• Commission plan if applicable to role.

• Equity Options.

• Healthcare (medical, dental, and vision).

• Additional Coverage.

• Company laptop.

• One-time onboarding Technology Stipend.

• 401(k) with company match.

• Flexible time-off.

• Hybrid working.