Director of Customer Success

At Euromonitor International, we help organisations make confident decisions through trusted data, market research and consumer insights. As we continue to evolve our commercial organisation, we're looking for a highly strategic and commercially-minded Director of Customer Success to build and lead a world-class global Customer Success function. This is a unique opportunity to define the vision, operating model and future direction of Customer Success across a global business.

Working closely with Account Management, Sales, Product and Marketing, you will ensure customers achieve measurable value from their partnership with Euromonitor while creating the conditions for long-term retention, adoption and growth. The Opportunity As Director of Customer Success, you will design and scale a global function focused on customer onboarding, adoption, engagement, value realisation and health. You will establish the frameworks, processes and capabilities needed to deliver a consistent, data-driven customer experience across markets and customer segments.

You will also play a key role in accelerating growth by ensuring customer insights, adoption trends and unmet needs are translated into expansion opportunities for our Account Management teams. This role combines strategic leadership, operational transformation and commercial impact, making it an ideal opportunity for a senior Customer Success leader looking to shape a function t You’ll Be Doing Build and Scale a Global Customer Success Function

• Own the post-sale customer journey, from onboarding through to value achievement.
• Create consistent onboarding programmes that accelerate customer activation and time-to-value.
• Develop customer success planning processes that connect customer objectives with measurable outcomes.
• Establish scalable education, engagement and adoption programmes.

• Implement a global customer health framework using adoption, engagement and usage data.
• Develop proactive risk identification and intervention models.
• Use customer insights to uncover systemic drivers of churn and customer friction.
• Provide actionable customer intelligence to support successful renewal strategies.

• Embed commercial thinking throughout the Customer Success organisation.
• Create repeatable processes for identifying expansion, cross-sell and upsell opportunities.
• Partner closely with Account Management to contribute customer insight and growth opportunities.
• Measure and increase Customer Success contribution to account expansion and customer growth.

• Build and inspire a high-performing international Customer Success organisation.
• Develop future capability across consultative customer engagement, commercial acumen, value-based conversations and data literacy.
• Establish clear career pathways, performance expectations and leadership standards.
• Foster a culture of accountability, collaboration, innovation and customer focus.

• We're interested in speaking with experienced Customer Success leaders who have successfully built, transformed or scaled global customer-facing functions in subscription or recurring revenue businesses.
• Significant leadership experience within Customer Success, Customer Experience or post-sales organisations.
• Experience operating in SaaS, subscription, data, information services, technology or recurring revenue environments.
• A proven track record of improving onboarding, adoption, engagement, retention and customer outcomes.
• Experience designing customer segmentation strategies, customer journeys and scalable operating models.
• Strong commercial awareness and an understanding of the relationship between customer…