Customer Success Manager

What you’ll be doing

• 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 customers ’ 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 training 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

You will thrive in this role if

• 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