Job Application for Senior Customer Success Manager

Allow us to introduce ourselves

Hello there! We’re Appinio, the fastest (and coolest) market research platform. On a mission to make the world a little more fact-based, we help companies understand how consumers think and make better data-driven 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 15 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

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.

Learn more about us:

Senior Customer Success Manager - DACH (m/f/d)

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