Director of Customer Success High Holborn, London Competitive salary - (posted Apr 21 2026)

Company: Behaviorally
Advertisers Ref: MrWeb/1169
MrWeb Ref: 162899

Job Spec:

Why This Role is Exciting

At Behaviorally, we're reshaping the way the world's top brands understand and influence consumer decisions at the point of purchase. With deep behavioral expertise and a digital-first approach, we guide clients across retail and CPG landscapes through complex shopper journeys - both online and offline. We help leading FMCG/CPG companies to boost sales with effective packaging and shopper strategies. Our PackPower Score™ is the industry standard metric for packaging design, linking directly to sales to predict pack performance.

We're seeking a Director of Customer Success in London,UK to lead strategic client relationships, ensure commercial growth, and elevate the impact of our behavioral insights. You'll be at the helm of some of our most significant accounts, developing solutions that shape shopper behavior and drive brand growth. This is more than an account role - it's an opportunity to influence how Fortune 500 companies think about consumer behavior, lead high-performing teams, and leave a measurable mark on a fast-growing, forward-thinking business.

This role offers:

• Future-Ready Focus: Build expertise in emerging tools and technologies - like AI-enabled research platforms and automation - to help shape how insights teams evolve in a data-rich, tech-enabled future.
• Human-centered: We put people - shoppers, clients, colleagues - at the core of every decision
• Transparent and grounded: We share goals, results, and accountability - top to bottom. Join a team of curious minds, candid communicators, and committed collaborators who are passionate about redefining what shopper research can be.
• Flexibility & Balance: Hybrid work model (2-3 days per week in-office), annual bonus incentives, and unlimited paid time off.
• Recognition & Culture: From employee recognition programs to company-sponsored events, your contributions will always be seen and celebrated.

Who We Are

At Behaviorally, we're reshaping the way the world's top brands understand and influence consumer decisions at the point of purchase. With deep behavioral expertise combined with cutting edge technology, we guide clients across retail and CPG landscapes through complex shopper journeys - both online and offline. We help leading FMCG/CPG companies boost sales with effective packaging and shopper strategies. Our PackPower Score™ is the industry standard metric for packaging design, linking directly to sales to predict pack performance.


What You Will Do as a Key Member of Our Team

• Lead High-Impact Client Relationships - Manage a portfolio of key client accounts generating $1M-$2M annual revenue, ensuring consistent value delivery and long-term growth.
• Accelerate Client Growth - Develop strategic account plans that unlock new opportunities, drive retention, and maintain a healthy pipeline of proposals exceeding $500K.
• Broaden Client Engagement - Begin introducing clients to the full range of Behaviorally's product offerings, including quantitative, qualitative, and AI-enabled solutions.
• Deliver Consistent Excellence - Ensure projects are executed efficiently and aligned with revenue targets, budget guidelines, and client success metrics.
• Plan with Precision - Develop accurate revenue forecasts across weekly, monthly, quarterly, and yearly intervals to support business planning and resource allocation.
• Strengthen Client Partnerships - Cultivate and grow trusted relationships with client stakeholders, acting as a key advisor on research solutions and behavioral insights.
• Elevate Team Output - Work collaboratively to deliver high-quality, insight-driven work that aligns with our behavioral framework and productized approach.
• Execute Strategic Goals - Drive progress against Behaviorally's corporate KPIs and play an active role in key company initiatives.

Desired Skills and Experience

• 5+ years of experience in market research, customer success, or a related client-facing role
• Proven ability to manage complex client relationships with measurable revenue impact
• Solid grasp of research methodologies - quantitative, qualitative, and emerging AI-based approaches
• Team player with experience leading and building collaboration to deliver client projects
• Excellent communication skills - capable of articulating insights clearly and persuasively to both internal teams and clients
• A commercial mindset, strategic thinker, and detail-oriented executor
• Naturally curious, self-motivated, and confident navigating ambiguity in a fast-paced environment.

What You'll Enjoy as Part of the Team:

We know people do their best work when they feel trusted, supported, and valued. That's why our benefits go beyond the basics:

• 25 Days Holiday Pay - your time matters
• Hybrid work flexibility - 3 days onsite at our London UK office
• Competitive salary with performance bonus opportunities
• Health and wellness benefits
• Pension Scheme Enrollment
• Ongoing training, mentorship, and development opportunities
• Company-sponsored team events, recognition programs, and celebrations.

Core Competencies for Future Growth

• Technology Fluency - Demonstrates curiosity and comfort with AI, automation, and data visualization tools that enhance insights delivery.
• Commercial Mindset - Links research outcomes to client growth, retention, and ROI.
• Adaptability & Continuous Learning - Stays ahead of new tools, methods, and technologies in a fast-changing insights environment.
• Collaboration & Influence - Partners across teams to embed insights into strategic decisions and client actions.

Our Ethical Commitment to You

At Behaviorally, we are committed to a work environment that is inclusive and free of discrimination. We are proud to be an equal opportunity employer without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, genetic predisposition or carrier status, veteran status, citizenship status, or any other factors prohibited by law.

Who to contact: Apply online

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