Customer Success Manager

Job Description

As a Customer Success Manager (CSM), you will act as a strategic partner to our clients, ensuring they achieve maximum value from our solutions while driving commercial growth and maintaining high client satisfaction. You will be responsible for the client relationship from the onboarding phase through to renewal. This includes providing insights to drive action for our clients. This role requires a solid understanding of FMCG manufacturers and ecommerce. You must thrive in a high-paced environment and be organised and driven.

1. Client Partnership & Thought Leadership

• Build and maintain strong, strategic relationships with clients by developing stakeholder maps, identifying white spaces, and extending your contact network.
• Develop measurable use cases for clients using the "context, actions, outcome" framework, ensuring alignment with their goals.
• Drive thought leadership initiatives, including global webinars, LinkedIn posts, workshops, and other content-driven strategies to position the company as a trusted partner.

2. Commercial Success

• Achieve a 20% upsell target for your portfolio by proactively identifying opportunities and engaging clients with innovative solutions.
• Develop account growth plans, stakeholder maps, and renewal strategies, ensuring updates are provided to leadership bi-annually.

3. Operational Excellence

• Lead the co-creation of client roadmaps, ensuring timelines are met and revisited throughout the year to accommodate changes.
• Oversee the accurate and timely documentation of client information and files in interal systems, e.g. Dynamics.

4. Innovation & Continuous Improvement

• Influence improvement opportunities for tools or processes, collaborating with cross-functional teams.

Qualifications

• Experience: Minimum of 2 years in customer success, account management, or a related client-facing role.
• Skills: Strong analytical, strategic planning, and communication skills. Ability to manage complex client portfolios and identify growth opportunities.
• Technology: Proficiency in CRM systems (e.g., Dynamics, Skalin) and data analysis tools.
• Client-Centric Approach: A deep commitment to client success, with a proactive and solution-oriented mindset.
• Attitude: Autonomous, looking for new challenges and accompanying the exploding e-commerce market is a real motivation for you

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion