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 - DACH (m/f/d)
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 supports clients to fully leverage the power of our platform. As we continue to grow, we are seeking a talented Senior Customer Success Manager to join our team.
As a Senior Customer Success Manager, you will support a portfolio of clients and act as a trusted advisor, helping them to effectively use customer insights to achieve their business goals. You will support clients to fully understand and utilise our product, and drive their growth by providing strategic support and guidance. 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.
Join us at Appinio and help shape the future of market research!
What you’ll be doing
- Serve as the primary point of contact and advisor for a portfolio of clients, building and maintaining strong relationships through ongoing support and regular check-ins (e.g., QBRs)
- Understand customers' business challenges and help them resolve those using systematic market and consumer research; provide strategic guidance on leveraging consumer insights to meet their goals
- Prepare and conduct client workshops and training to educate customers on modern market research methods and empower them to leverage the potential of insights specific to the clients' industry
- Own and manage research projects from end to end, ensuring surveys are launched efficiently, results are delivered timely, and clients maximize their research budget
- Manage renewals, cross-sells, up-sells and extend customer subscriptions by identifying expansion opportunities applying strategic account planning and penetrating the different account layers
- Identify growth opportunities and work with the sales organization to raise awareness of the value of customer insights across the organization
You will thrive in this role if
- You have a degree in psychology, business administration, market research, or similar fields
- You have a background in Market Research
- You have a minimum of 5–7 years experience in supporting and consulting B2B customers - ideally in SaaS, management consulting, or advertising/communication
- You have experience in dynamic, interactive environments
- You are driven and want to be a key part of taking Appinio to new heights and revolutionising an entire industry (basically, you consider your job to have a purpose beyond paying the bills)
- You are proficient in German and English
- You bring along a hands-on mentality, pragmatism, and proactivity
- You consider yourself an active listener, who communicates purposefully and confidently
Success in this role will be measured by:
- Utilization of purchased research capacity
- Client retention & revenue growth
- Upsell & cross-sell success
- Client engagement & platform adoption
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
- Work-from-anywhere Policy - 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.
- If you are located in Germany or Spain, you will have access to a Subsidised Urban Sports Club membership
- 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
Kind reminder: Please ensure you submit your application 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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