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 to 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.

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 Account Management Team 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)

You will thrive in this role if

• You have an extensive background in Market Research or deep experience with data/insight-driven solutions.
• You have proven, successful experience in supporting and consulting B2B customers
• You are highly strategic, balancing customer value with revenue growth objectives
• You are proficient in German (C2 level), and 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

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
• Please submit your CV and application in English

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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