Customer Success Program Manager (m/f/d)

Your mission as a Customer Success Program Manager (m/f/d)

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 (CS) Team plays a fundamental role in this mission and supports clients to fully leverage the power of our platform. To complement our ongoing growth, we are actively seeking a Customer Success Program Manager to support Global CS by building innovative programs to increase our customer’s adoption, drive deeper value realization, and scale solutions to make the CSMs more effective. 

As Customer Success Program Manager you will be at the forefront of driving selected strategic initiatives, including crafting a comprehensive strategy and programs to nurture and engage with customers at scale. Moreover, you will take the lead in a global initiative focused on expanding Appinio's adoption in international subsidiaries among our existing clients. This collaborative effort with Country Managers, Marketing, and Commercial leads will rely on your project management skills and strategic tactics.

In addition, your role will emphasize developing and delivering initiatives for the effectiveness and efficiency of the CS team to ensure scalability for maximum impact as the team keeps growing globally.

What you will do

• Collaborate on the development of the global CS strategy, lead, and track strategic and operational programs to successful completion
• Work closely with our CRM and product marketing team to develop campaigns, educational content, and scalable customer engagement programs along with desired customer goals and business outcomes 
• Lead a core strategic initiative aiming to increase the adoption of Appinio in international subsidiaries among existing clients in close collaboration with Country Managers, Marketing, and Commercial leads
• Drive the standardization of internal processes and best practices, ensuring scalability and maximizing efficiency for CSMs as the team expands globally
• Oversee all CS-related processes in our CRM and other internal tools and ensure the seamless execution of CS workflows and procedures in close collaboration with our Revenue Operations team
• Work closely with the BI and Operations team to improve forecasting models and evolve reporting mechanisms for more accurate insights into CS metrics and customer behavior 
• Drive innovation by actively exploring new strategies, technologies, and approaches refining processes, and utilizing tools and data to boost the effectiveness of the CS team

You will thrive in this role if

• You have a degree in Business, Marketing, Operations Management, or a related field
• You have proven experience in a similar role within Customer Success or Operations Management, demonstrating success in driving strategic initiatives and achieving measurable outcomes
• You have strong project management skills with a track record of successfully leading and implementing strategic initiatives. Certification in project management (e.g., PMP) is a plus
• You have proven experience in optimizing and standardizing operational processes, ensuring scalability and efficiency
• You have strong analytical skills, and the ability to make data-driven decisions
• You are familiar with Hubspot, Google Sheets, Tableau
• You can thrive in a dynamic and fast-paced environment, adapting to changes and contributing to the growth and evolution of the team and company

What’s in it for you?

• Flexibility Policy - meaning there is no hard cap on the number of vacation days
• Work-from-anywhere Policy 
  • You have the chance to develop our amazing product in one of the countries where we operate: Spain, France, Germany, Portugal, the Netherlands, or the UK.
  • You have the chance to work outside of your country of residence for a maximum of 180 days per year, given that you have a valid work permit for that country
• All the hardware you need and your own MacBook
• In case you're located in Hamburg or Berlin, you'll get a Deutschlandticket or access to a mobility budget with the RYDES app to get you to and from the office space
• In case you're located in Germany or Spain, you will have access to a Subsidized 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