Senior Customer Success Manager DACH (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.

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 (m/f/d) to join our team and lead the success of our most strategic accounts.

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 Sales organisation 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).
• Coach and actively guide our more junior Customer Success Managers and contribute to team development and best practices.

You will thrive in this role if

• You have a degree in psychology, business administration, market research or similar fields (or equivalent professional experience).
• You have a minimum of 3-5 years of proven, successful experience in supporting and consulting B2B customers – ideally in SaaS, marketing research agencies, management consulting or advertising/communication with a focus on large or strategic accounts.
• You have experience in dynamic, interactive environments and ideally a track record of thriving in a fast-paced scale-up.
• You have a commercial mindset.
• Ideally you have a background in Market Research or deep experience with data/insights-driven solutions.
• You are driven and want to be a key part of taking Appinio to new heights and revolutionizing an entire industry.
• You have native German skills and are fluent in English.
• You bring along a hands-on mentality, pragmatism and proactivity and can independently navigate complex client situations.