Client Success Director

Client Success Director

Obsessed With Clients.

Driven by Growth.

Location: London (hybrid), with regular UK client travel

Team: Business Development (across Kantar Domains)

Contract: Permanent

Comp: Includes an annual individual revenue target (upsell & cross sell)

About the Role

The Client Success Director role sits at the heart of Business Development and exists for one purpose: nurture and build relationships with newly converted clients, turning every new win into sustained, accelerated commercial growth.

You'll own the first 12 months of a portfolio of newly acquired clients (Kantar Marketplace/agile solutions space new logos and cross sell wins)-and ensure they quickly see value, feel supported, and continue to buy - continuously seeking out the next opportunity to drive growth.

You'll build senior client relationships, understand what matters most to them, and convert those insights into incremental revenue and multi domain expansion. This is a high impact, face to face commercial role for a natural relationship builder who thrives in conversations that uncover needs, shape demand, and open new revenue pathways.

Success Outcomes

• Commercial Growth: Deliver incremental revenue against your individual target with disciplined pipeline coverage and accurate forecasting.
• Expansion at Scale: Drive multi domain, multi buyer penetration across priority accounts-turning early wins into broader adoption across Brand, Creative, Media and more.
• Client Health & Advocacy: Build strong client relationships, elevate client experience, anticipate risks early, and secure ongoing executive sponsorship.
• Fast Time to Value: Lead efficient onboarding with early adoption milestones and visible proof of value that fuels further commercial conversations.
• Governance & Compliance: Ensure all client hospitality and event activity adheres to policy. Make our new clients feel valued and treasured.

Key Responsibilities 1) Growth & Value Realisation

• Lead post sale success plans with clear value hypotheses, adoption objectives, and commercial expansion paths.
• Translate real client outcomes into compelling cross sell and upsell stories that open new revenue streams.
• Navigate pricing and commercial options confidently-using Good/Better/Best frameworks to land strong entry points and build upsell momentum.

2) Opportunity Identification & Orchestration

• Stay close to client ambition, shifting priorities and emerging needs to proactively spot whitespace.
• Partner with Business Development Hunters, Orchestration (Conversion and Programme Design), Client Partners, and Domain/Solution Leads to shape, sequence and accelerate client led pursuits.
• Work closely with Business Development and domains, Marketing and Thought Leadership to align growth plays (Cross Sell, Steal) to maximise share of wallet and protect revenue.

3) High Impact Client Engagement

• Maintain a high-frequency, face to face rhythm: executive reviews, roadmap sessions, workshops, pilots and event led experiences.
• Host clients at Kantar events and curated experiences to deepen relationships.
• Ensures our new clients are involved in relevant VIVO breakfasts, are receiving relevant and compelling content from us.

4) Collaboration & Handover Excellence

• Lead the post win handover with clarity on scope, outcomes and value expectations.
• Align internal teams to deliver the value promised, ensuring seamless client experience across domains.
• Champion the use of toolkits, playbooks and best practices for consistent growth execution.

5) Commercial Management

• Run a disciplined book of business with rigorous pipeline hygiene, weekly commitments, and proactive removal of roadblocks.
• Shape commercially sound SOWs that balance client ambition with realistic delivery and strong value articulation.

What You'll Bring

• A proven track record of turning adoption into client led expansion and revenue growth.
• Knowledge in insights, analytics, brand/media, innovation, advisory or CX (relationship building is key - knowledge non essential as training will be provided).
• A passion for spending meaningful time with clients-listening deeply, asking the right questions and finding opportunities in the conversation.
• Confidence in pricing, negotiation and integrated solution framing.
• High energy, curiosity and a commercial intuition for where growth sits in the client's world.
• Strong stakeholder mapping and orchestration skills across BD, Marketing, Client Partners, and Domain/Solution Leads.
• Skilled use of Copilot to surface new opportunities and relevant client forward insights.
• Proficient use of CRM.

Behaviours (Aligned to SKALE 80)

• Client Obsessed & Commercially Relentless - pursues revenue opportunities with hunger while building long term client value.
• Connects to Win - orchestrates teams and diverse expertise to unlock growth.
• Builds Great Teams - energises cross functional groups to deliver exceptional outcomes.
• Solves Problems Decisively - uses data and insight to drive bold decisions.
• Amplifies Expertise - elevates Kantar's edge through strong commercial and client mastery.

Working Pattern & Travel

Hybrid London role with frequent in person client meetings and UK travel (occasional international as needed). Flexibility aligned to client demand.

What the role is not

• Project delivery
• New logo selling