Senior Customer Success Manager (m/f/d)

Allow us to introduce ourselves

Hello there! We’re Appinio, a global market research company that combines an AI-powered insights platform with expert consultancy. On a mission to make the world a little more fact-based, we help companies understand how consumers think and make smarter decisions.

We started out in Hamburg back in 2014, but we’re now humbled to call the world our playground, with over 260 employees spread across 13 countries (we’re remote-first), 2600+ international clients, delivering research from +190 markets, globally.

Want to be a part of the Appinio movement? 🚀

Here at Appinio, we value transparency in our recruitment process, and we've created a blog to share what to expect during each step of our journey together:here

Your mission as a Senior Customer Success Manager

As Appinio continues to revolutionise and conquer the market research industry, we are dedicated to continuously delivering exceptional experiences to our clients. Our Customer Success Team plays a fundamental role in this mission and drives the strategic client relationships. As we continue to grow, we are seeking a talented Senior Customer Success Manager (m/f/d) to join our team and lead the success of our most strategic accounts.

As a Senior Customer Success Manager, you will own and elevate a portfolio of clients and act as a strategic, trusted advisor, helping them to effectively use customer insights to achieve their business goals and drive significant ROI. You will support clients to fully understand and utilize our product, and drive their growth by providing strategic consultancy. As the long-term satisfaction of our customers is pivotal for our success, in this role it is also crucial to proactively gather feedback and collaborate cross-functionally to continuously improve our product and services and shape our go-to-market strategy.

What you’ll be doing

• Serve as the primary point of contact and a highly strategic advisor for a number of strategic customers, building and maintaining strong executive-level relationships through ongoing support and regular check-ins (e.g. QBRs)
• Understand customer’s complex business challenges and help them resolve those by means of systematic market and consumer research/ provide strategic guidance on how to leverage consumer insights to meet those challenges and drive organisational change
• Prepare and conduct high-impact client workshops and trainings virtually and on-site to educate customers on modern market research and empower them to leverage the potential of insights
• Monitor customer activity and health scores, and proactively reach out to identify opportunities for improving their experience and usage of Appinio and mitigating potential churn risks
• Identify significant growth opportunities and work with the Sales organisation to raise awareness for the value of customer insights across the client’s organisation
• Continuously gather customer feedback and be the authoritative voice of the customer internally in cross-functional collaboration with other departments (Product, Research, Marketing, and Sales)
• Coach and actively guide our more junior Customer Success Managers and contribute to team development and best practices

You will thrive in this role if

• You have a degree in psychology, business administration, market research or similar fields (or equivalent professional experience)
• You have a minimum of 3-5 years of proven, successful experience in supporting and consulting B2B customers - ideally in SaaS, marketing research agencies, management consulting or advertising/communication with a focus on large or strategic accounts
• You have experience in dynamic, interactive environments and ideally a track record of thriving in a fast-paced scale-up
• You have a commercial mindset
• Ideally you have a background in Market Research or deep experience with data/insights-driven solutions
• You are driven and want to be a key part of taking Appinio to new heights and revolutionizing an entire industry (basically, you consider your job to have a purpose beyond paying the bills)
• You have native German skills and are fluent in English
• You bring along a hands-on mentality, pragmatism and proactivity and can independently navigate complex client situations
• You consider yourself an active listener, who communicates purposefully and confidently and can present complex data with clarity and executive presence
• You are a team player, want to become part of an awesome team and want to have a lot of fun at work!

What’s in it for you?

• Flexibility Policy - Our flexibility policy means there is no hard cap on the number of vacation days you can take
• Temporary work from abroad - If you're based in the EU, you can work outside your country of residence for up to 180 days per year
• All the hardware you need and your own MacBook
• If you are located in Hamburg or Berlin, you'll get a Deutschland ticket or access to a mobility budget with the NAVIT app to get you to and from the office space
• Subsidised Urban Sports Club or ClassPass membership based on location
• In case you’re located in one of the cities where most of our fellow Appinioneers are (Hamburg, Berlin, Munich, London, Madrid, Barcelona, or New York), you can get access to our Co-working spaces

Additional role details

• This is a fully remote position open to candidates based in Germany, the UK, Portugal, the Netherlands, and Spain

#LI-AQ1

Kind reminder: Please ensure that your application is submitted in English.

This post not only outlines our ideal candidate but also serves as an inspiration for what this role can evolve into. Even if you consider yourself an 80% fit but have a genuine passion for this position, we encourage you to apply. We're eager to hear from individuals who share our enthusiasm.

Appinio is an equal-opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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