What are the responsibilities and job description for the Customer Success Director- CPG position at Numerator?
The Customer Success Director serves as a trusted advisor to customers, ensuring they achieve success with Numerator’s Promotions Intel and Insights platforms, and maximize their return on investment - leading to strong renewal rates and growth across our portfolio of products. This individual will manage our tier 1 clients, supporting multiple Numerator solutions.
This individual is responsible for understanding customer business objectives, leading frequent discussions with senior executives across Sales, Marketing, Merchandising, Category Management, Brand, and Insights to confirm 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 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.
Responsibilities
- Manage client relationships after onboarding is complete to drive on-going realized value against measurable long-term strategic goals to ensure long-term 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 and consulting teams to execute quarterly business reviews, ensure renewal of annual recurring revenue, and identify and support growth across an assigned portfolio of clients
- Support multiple Numerator platforms and deliver on key success metrics including renewal rates, identifying realized business value via impact stories and customer use cases
- Work cross functionally with onboarding, implementation, education, support and product teams to align and deliver upon client needs
