Customer Success Director

The Customer Success Director serves as a trusted advisor to our customers, ensuring they achieve success with our platform-based solutions 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 senior executives across Sales, Marketing, Merchandising, Category Management and Insights to confirm value and discover new needs. The Customer Success Director will partner with other members of our Customer Team, as well as our Product and Solutions Consulting teams to ensure clients get the most from our game-changing insights and products. In addition, he/she will work with Sales colleagues to help expand our customer footprint.

Responsibilities

• Manage a client relationship 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 based on confirmed Use Case
• Be an advocate for all assigned clients by understanding their business deeply and leveraging Numerator’s solutions to help them grow
• 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
• Capture Impact Stories to document Customer Use Cases and associated business impact and ROI
• Manage to Client Health objectives and lead execution against all supporting activities including NPS capture and response and Calls to Action to restore Client Health
• Partner with the Customer Success Enablement team and with Solutions Specialists to support On-boarding activities and on-going Customer Education
• Provide feedback to the Product Team to help improve platform offerings
• Continually create or refine processes and internal documentation
• Support all pillars of the Customer Success function as needed