From the listing
About the role
Appinio is 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.
Started in Hamburg in 2014, Appinio is remote-first, with over 260 employees across 13 countries, 2600+ international clients, and research from 190+ markets globally.
As a Senior Customer Success Manager, you will lead the success of our most strategic accounts, own and elevate a portfolio of clients, and act as a strategic, trusted advisor, helping them use customer insights to achieve their business goals and drive significant ROI.
What you'll do
- Serve as the primary point of contact and a highly strategic advisor for strategic customers, building and maintaining strong executive-level relationships through ongoing support and regular check-ins (e.g. QBRs).
- Understand customers’ complex business challenges and help resolve them through systematic market and consumer research. Provide strategic guidance on leveraging 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 of 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 Product, Research, Marketing, and Sales.
What they're looking for
- Extensive background in Market Research or deep experience with data/insight-driven solutions.
- Proven, successful experience in supporting and consulting B2B customers.
- Highly strategic, balancing customer value with revenue growth objectives.
- Proficient in German (C2 level), and fluent in English.
- Hands-on mentality, pragmatism and proactivity, with the ability to independently navigate complex client situations.
- Active listener who communicates purposefully and confidently and can present complex data with clarity and executive presence.
- Based in Germany, the UK, Portugal, the Netherlands, or Spain.
- Submit your CV and application in English.
Benefits, as listed
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