Senior Customer Success Manager

This is a fully remote position, open to applicants in Germany, +4 more countries.

📋 Description

• Act as the main point of contact and strategic consultant for key customers.

• Develop and sustain relationships at the executive level through ongoing support and regular check-ins, including Quarterly Business Reviews (QBRs).

• Comprehend intricate business challenges faced by customers and address them through structured market and consumer research.

• Offer strategic advice on utilizing consumer insights to tackle challenges and facilitate organizational transformation.

• Prepare and deliver impactful client workshops and training sessions, both virtually and in-person.

• Inform customers about contemporary market research practices and empower them to utilize insights effectively.

• Track customer engagement and health metrics.

• Proactively discover opportunities to enhance customer experience and maximize Appinio utilization.

• Alleviate potential churn risks.

• Identify opportunities for growth and collaborate with Account Management to heighten awareness of customer insights.

• Collect customer feedback and represent their voice within the organization.

• Work collaboratively across departments including Product, Research, Marketing, and Sales.

⛳️ Requirements

• Significant experience in Market Research or substantial familiarity with data and insight-driven solutions.

• Demonstrated successful experience in supporting and consulting B2B clients.

• Highly strategic, with the ability to balance customer value against revenue growth objectives.

• Proficiency in German at C2 level.

• Fluent in English.

• Hands-on approach, pragmatic mindset, and proactive nature.

• Capability to independently navigate complex client scenarios.

• Strong active listening skills and confident, purposeful communication.

• Ability to present complex data clearly and with executive presence.

• Submit CV and application in English.

🏝️ Benefits

• Unlimited vacation days with no hard cap.

• Temporary remote work from abroad: if located in the EU, work outside your country of residence for up to 180 days per year.

• Provision of necessary hardware, including your own MacBook.

• Deutschland ticket or access to a mobility budget via the NAVIT app for candidates residing in Hamburg or Berlin.

• Subsidized membership for Urban Sports Club or ClassPass based on location.

• Access to co-working spaces in cities such as Hamburg, Berlin, Munich, London, Madrid, Barcelona, or New York.