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

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? 🚀

Your Mission as a Senior Customer Success Manager - FMCG Vertical (m/f/d)

As Appinio continues to revolutionize and dominate the market research industry, we are committed to delivering exceptional experiences to our clients, particularly within the FMCG sector. Our Customer Success Team plays a crucial role in this mission, supporting clients to fully leverage the power of our platform. As we grow, we are seeking a talented Senior Customer Success Manager to join our team and focus on the FMCG vertical.

As a Senior Customer Success Manager, you will manage a portfolio of FMCG clients and act as their trusted advisor, helping them effectively use customer insights to achieve their business goals. You will guide clients in understanding and utilizing our product, driving their growth by providing strategic support and guidance. Ensuring the long-term satisfaction of our customers is essential for our success. Therefore, it is crucial to proactively gather feedback and collaborate cross-functionally to continuously improve our products and services.

Join us at Appinio and help shape the future of market research in the FMCG industry!

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 in the FMCG industry 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 FMCG industry
• Monitor customer activity and health scores, and proactively reach out to identify opportunities for improving their experience and usage of Appinio
• Manage renewals, cross-sells, up-sells and extend customer subscriptions by preparing offers, negotiating prices, and documenting relevant insights
• Identify growth opportunities and work with the sales organization to raise awareness of the value of customer insights across the organization
• Continuously gather customer feedback and be the voice of the customer internally, collaborating cross-functionally with other departments

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, particularly within the FMCG industry
• You have a minimum of 5–7 years of experience in supporting and consulting B2B customers, ideally in Market Research and SaaS, management consulting, or advertising/communication
• You are driven and want to be a key part of taking Appinio to new heights and revolutionizing an entire industry (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 have experience in dynamic, interactive environments
• You consider yourself an active listener who communicates purposefully and confidently

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