Senior Customer Success Manager, Market Logic Software
Insights engagement platform
Be an early applicant
Insights engagement platform
201-500 employees
Be an early applicant
201-500 employees
Company mission
To amplify their customer's influence throughout the consumer journey with effective touch-points in measurable digital, PR and advertising channels.
Role
Who you are
- Proven experience in Customer Success, Account Management, or Sales roles with a focus on commercial growth and renewals. A strong ability to identify, prioritize, and drive commercial opportunities with customers, including upsell, cross-sell, and renewals
- Strategic thinker with excellent problem-solving skills and the ability to translate customer success into measurable business outcomes
- Experience working with marketing or market insights teams will significantly enhance your ability to identify and seize commercial opportunities
- Fluency in English is required, and proficiency in German, along with familiarity with the German market, is a plus, especially when working with global brands
- Ability to collaborate across departments and influence key stakeholders to drive strategic commercial outcomes
What the job involves
- As a Customer Success Manager, you will play a key role in driving the growth and commercial success of Market Logic by ensuring customer success, optimizing renewals, and identifying expansion opportunities. You will work closely with service, sales, and product teams to drive customer-focused initiatives and deliver tangible commercial results
- In this role, you will be responsible for driving customer retention, growth, and satisfaction. Your success will directly impact on our Annual Recurring Revenue (ARR) and contribute to expansion opportunities through strategic upsell and cross-sell initiatives. As a trusted advisor to customers, you will represent both their needs and commercial opportunities within Market Logic
- Leveraging a strategic and proactive approach, you will deeply understand your customers’ business goals and challenges, translating these insights into actionable commercial opportunities. Internally, you will champion customer needs, coordinate resources, and align stakeholders to develop best practices and strategic recommendations that drive adoption, renewal, and expansion discussions
- Customer Account Ownership: Own all aspects of the post-sales relationship, driving adoption, renewals, and identifying commercial opportunities for upsell and cross-sell
- Revenue Growth: Proactively identify and drive revenue growth by maximizing customer engagement, uncovering upsell and cross-sell opportunities, and securing renewals
- Strategic Account Management: Develop and execute strategic plans to help customers achieve their business goals while aligning their objectives with our offerings
- Advising on Best Solutions: Leverage your deep knowledge of our product and market to advise customers on how to achieve their goals and maximize their ROI, driving the long-term commercial success of accounts
- Collaboration with Sales Team: Work closely with the sales team to ensure a seamless process for identifying and acting on upsell and renewal opportunities, contributing directly to ARR growth
- Data-Driven Insights: Use our systems, tools, and analytics to provide regular updates and data-driven insights on customer health, potential expansion opportunities, and to inform commercial decisions
- Cross-Departmental Collaboration: Coordinate with internal stakeholders from sales, product, and service teams to ensure a holistic approach to customer success and create transparency around commercial goals
- Key Metrics of Success:
- Revenue Impact: Contribute to ARR growth through successful renewals, upsells, and cross-sells
- Customer Retention & Satisfaction: Achieve high levels of customer satisfaction while ensuring high retention and minimized churn
- Stakeholder Engagement: Drive meaningful conversations around value generation, supporting commercial initiatives through stakeholder collaboration at all levels
- Strategic Account Growth: Expand existing accounts and increase market share within current customer base through targeted initiatives
Our take
The advent of big data has opened the doors to new levels of granular insight available to corporate decision makers. However, it has also generated a lot of noise. Market Logic is attempting to create a knowledge management platform that is truly useful.
Market Logic’s approach differs from other knowledge management platforms in that insights are curated for specific roles and embedded in the processes they use, resulting in more consistent insights-driven decisions.
The technology company is now looking to accelerate its growth. Having already won dozens of major corporate customers, it is setting its sights on becoming the leading software on the market.
While the company can count on the experience of engaging enterprise customers for over a decade, it must continue to push forward its product to avoid being made irrelevant by the emerging crop of technologically advanced startups in the space such as SimilarWeb. Moves like expanding its AI Assistant product to run market insights, as it did in 2023, are definitely steps in the right direction.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2017
$53.1m
LATE VC
May 2010
$0.2m
SEED
Total funding: $55m
Company benefits
- Work with one of the leading end-to-end market insights platforms
- Become part of a diverse and vibrant global environment consisting of 50+ different nationalities
- Mentoring, learning and development opportunities
- Competitive salary and 30 days of paid vacation
- Additional perks include: Flexible working conditions, ability to work remotely, German classes, regular social events, breakfast club, team lunches and fresh fruits in the office (as much as the current situation permits)
Company HQ
Charlottenburg, Berlin, Germany
Leadership
Olaf Lenzmann
(Chief Innovation & Product Officer)Prior to their current position, was CTO of the company from 2006. Before Market Logic, they were Chief Architect at VPIsystems, a major IT provider of the early 2000s.
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