Customer Success Director, Appinio
Real-time market research
Be an early applicant
Real-time market research
201-500 employees
Be an early applicant
201-500 employees
Company mission
To spread the power of consumer opinions.
Role
Who you are
- The ideal candidate has extensive experience in primary market research, Enterprise Customer Success, and data-driven strategy
- You’re a dynamic leader, capable of scaling CS operations and setting a vision for customer engagement that drives results across retention, satisfaction, and loyalty
- You bring 8+ years of primary market research experience, with a strong record of managing enterprise clients and high retention rates
- You are knowledgeable about the latest market research methods and can effectively leverage a connected methodology portfolio to drive account growth
- You have 5+ years of leadership experience guiding and growing global CS or Account Management teams to achieve high-impact results, ideally in a fast-paced environment
- You are customer-centric, with the ability to shape global strategies that drive satisfaction, loyalty, and client retention
- You excel in data-driven decision-making and are skilled in analyzing key metrics to drive CS strategy and performance
- You have a robust understanding of revenue management, including experience with NRR and customer lifetime value
- You’re adept at cross-departmental collaboration, working effectively with Sales, Product, and Marketing to ensure a consistent global customer experience
- You are energetic, curious and bring a can-do attitude
- You are proficient in English, additional languages are a plus
What the job involves
- Appinio is transforming market research through client-focused innovation, and our Customer Success team is at the core of this mission
- We’re seeking a Customer Success Director to lead the strategic direction of our global customer success function
- As Director of Customer Success, you’ll be responsible for shaping our customer success strategy, focusing on enterprise clients, revenue growth, and ensuring seamless customer journeys
- Reporting to our COO, you’ll collaborate closely with Sales, Product, Research Consulting, and Marketing teams to align cross-functional efforts, optimize engagement, and maximize the value we deliver to clients
- Global Leadership: Lead a high-performing global CS team, fostering a culture of excellence and client engagement. Recruit, mentor, and empower Team Leads and CSMs
- Customer Strategy: Use market research expertise to drive customer satisfaction, retention, and loyalty, ensuring clients maximize Appinio’s platform
- Data Optimization: Leverage NRR and credit burn metrics to improve customer journeys, processes, and lifetime value
- Revenue & Retention: Own global KPIs, driving plans to enhance retention and revenue growth
- Cross-Functional Alignment: Collaborate with Sales, Product, and Marketing to ensure seamless customer experiences worldwide
- Problem-Solving: Proactively address client challenges, championing tools and strategies to boost satisfaction
- Stakeholder Management: Build strong relationships across markets, aligning and influencing stakeholders effectively
- Efficiency & Automation: Identify automation opportunities to streamline workflows, reduce manual tasks, and enhance operational efficiency across the global CS team
Our take
Businesses across industries are adopting more customer-centric operations, which means that they need to know what consumers want. Appinio is a DIY survey platform that can be used to generate representative results for individual target groups, collecting thousands of opinions globally from specific consumer groups to validate decisions and ideas in minutes.
Appinio was founded in 2014 to combat slow, expensive, and complex traditional market research methods. Its all-in-one platform allows users to design surveys, analyse and export results, create customised reports, and share insights. According to the company, its gamified approach results in highly engaged respondents which yields better data quality than alternatives.
Appinio serves a wide portfolio of companies in sectors such as food, education, and automotive, with notable clients including Netflix and Samsung. It boasts an impressively high net promoter score which, as a measure of customer loyalty and satisfaction, bodes very well for its continued success.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
17% employee growth in 12 months
Company
Employee endorsements
Nice people
"The people at Appinio are so supportive and positive. It doesn't matter from which department, everyone has a great energy. "
Funding (last 2 of 3 rounds)
Oct 2018
$1.7m
SEED
May 2016
$1.1m
CONVERTIBLE
Total funding: $3.4m
Company benefits
- Flexibility Policy - Our flexibility policy means there is no hard cap on the number of vacation days you can take.
- All the hardware you need and your own MacBook
- 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.
- Work-from-anywhere Policy - If you're based in the EU, you can work outside your country of residence for up to 180 days per year. 🇪🇺
- If you are located in Hamburg or Berlin, you'll get a Deutschland ticket or access to a mobility budget with the NAVIT app to get you to and from the office space. 🇪🇺
- If you are located in Germany or Spain, you will have access to a Subsidised Urban Sports Club membership. 🇪🇺
Company values
- Be positive
- Show that you care
- Own your results
- Think 10x
Company HQ
Hamburg-Neustadt, Hamburg, Germany
Leadership
Jonathan Kurfess
(Chairman)Attained a Bachelors in Business, Management and Marketing before going onto found Appinio in 2014.
Max Honig
(CEO)After working at Amazon as a Transportation Development Analyst, they became Operations Manager at Rocket Internet. After 1 year here, co-founded Appinio.
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