YOUR ROLE

As Appinio continues to revolutionize 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 (m/f/d) to join our team.

As a (Senior) Customer Success Manager, you will support a portfolio of clients and act as trusted advisor, helping them to effectively use customer insights to achieve their business goals. You will support clients to fully understand and utilize 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.

 

YOUR TASKS

  • Serve as the primary point of contact and advisor for a portfolio of up to 20 customers, building and maintaining strong relationships through ongoing support and regular check-ins (e.g. QBRs)
  • Understand customer’s 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 
  • Prepare and conduct client workshops and trainings to educate customers on means of 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
  • Manage renewals 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 for the value of customer insights across the organization
  • Continuously gather customer feedback and be the voice of the customer internally in cross-functional collaboration with other departments

YOUR PROFILE

  • You have a degree in psychology, business administration, market research or similar fields
  • You have a minimum of 3-5 years experience in supporting and consulting B2B customers - ideally in SaaS, management consulting or advertising/communication
  • You have experience in dynamic, interactive environments 
  • Ideally you have a background in Market Research
  • You are driven and want to be a key part of taking Appinio to new heights and revolutionizing an entire industry (basically, you consider your job to have a purpose beyond paying the bills)
  • You have native German skills and are fluent in English
  • You bring along a hands-on mentality, pragmatism and proactivity
  • You consider yourself an active listener, who communicates purposefully and confidently

OUR BENEFITS 

  • Flexibility Policy - meaning you are free to take off as many paid vacation days as you need, no maximum
  • Work-from-anywhere Policy - meaning you have the chance to develop our amazing product anywhere in the world -within reason ;-)
  • Subsidized Urban Sports Club membership
  • All the hardware you need and your own MacBook
  • In case you're located in Hamburg you'll get a subsidized HVV ticket or if you're located in Hamburg or Berlin you'll get access to a mobility budget with the RYDES app
  • In case you're located in Hamburg you'll get access to our beautiful office in Hamburg's city center - terrace and BBQ included ;-)
  • In case you're located in Berlin, you will have access to our Co-Working space to get together with our fellow Appinioneers

If you are passionate about helping customers succeed and have a track record of building and maintaining strong customer relationships, we encourage you to apply for this exciting opportunity!

 

ABOUT APPINIO

At Appinio, we help companies always make the right decisions through real-time market research. As the world’s largest opinion network, we collect millions of responses from consumers every day to allow our clients to turn their questions to insights in minutes. Over 2000+ companies worldwide rely on us to understand how their consumers think.
 
We started small in Hamburg back in 2014 but we’re now humbled to call the world our playground, with over +200 employees spread across 25 cities, 2000 international clients and a panel reach of 7 million, globally.
 
Appinio is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
 
 

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