Senior Customer Success Manager, Appinio
DACH
More information about location
Real-time market research
Job no longer available
Real-time market research
201-500 employees
Job no longer available
More information about location
201-500 employees
Company mission
To spread the power of consumer opinions.
Role
Who you are
- You have a degree in psychology, business administration, market research, or similar fields
- You have a background in Market Research
- You have a minimum of 5–7 years experience in supporting and consulting B2B customers - ideally in SaaS, management consulting, or advertising/communication
- You have experience in dynamic, interactive environments
- You are driven and want to be a key part of taking Appinio to new heights and revolutionising an entire industry (basically, you consider your job to have a purpose beyond paying the bills)
- You are proficient in German and English
- You bring along a hands-on mentality, pragmatism, and proactivity
- You consider yourself an active listener, who communicates purposefully and confidently
What the job involves
- As Appinio continues to revolutionise and conquer the market research industry, we are dedicated to continuously delivering exceptional experiences to our clients. Our Customer Success Team plays a fundamental role in this mission and supports clients to fully leverage the power of our platform. As we continue to grow, we are seeking a talented Senior Customer Success Manager to join our team
- As a Senior Customer Success Manager, you will support a portfolio of clients and act as a trusted advisor, helping them to effectively use customer insights to achieve their business goals
- You will support clients to fully understand and utilise our product, and drive their growth by providing strategic support and guidance. As the long-term satisfaction of our customers is pivotal for our success, in this role it is also crucial to proactively gather feedback and collaborate cross-functionally to continuously improve our product and services
- Serve as the primary point of contact and advisor for a portfolio of clients, building and maintaining strong relationships through ongoing support and regular check-ins (e.g., QBRs)
- Understand customers' business challenges and help them resolve those using systematic market and consumer research; provide strategic guidance on leveraging consumer insights to meet their goals
- Prepare and conduct client workshops and training to educate customers on modern market research methods and empower them to leverage the potential of insights specific to the clients' industry
- Own and manage research projects from end to end, ensuring surveys are launched efficiently, results are delivered timely, and clients maximize their research budget
- Manage renewals, cross-sells, up-sells and extend customer subscriptions by identifying expansion opportunities applying strategic account planning and penetrating the different account layers
- Identify growth opportunities and work with the sales organization to raise awareness of the value of customer insights across the organization
- Success in this role will be measured by:
- Utilization of purchased research capacity
- Client retention & revenue growth
- Upsell & cross-sell success
- Client engagement & platform adoption
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
17% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2018
$1.9m
SEED
May 2016
$1.2m
CONVERTIBLE
Total funding: $3.7m
Company benefits
- Flexibility: Without a hard cap on the number of vacation days, we want to maximise the quality of life of everyone at Appinio by giving them the flexibility to find the right work-play balance
- Work from anywhere: Do your work from anywhere you can think of - whether in the office, at home, the beach, a hut in the mountains...
- (Virtual) Team Events: We love spending time together. Regular lunch breaks with special guest speakers or thirsty Thursdays - we always come up with new ideas
- Urban Sports Club: At Appinio, we're a sporty bunch. We support Urban Sports Club memberships where accessible so that you can get your body moving however you feel like
- Travel: For those commuting to our offices, we provide a monthly travel budget for your commute from a variety of providers ensuring CO2-neutral transportation
Company HQ
Altstadt, Hamburg, Germany
Leadership
Jonathan Kurfess
(Co-Founder & Chairman)Attained a Bachelor's in Business, Management and Marketing before going on to found Appinio in 2014.
Max Honig
(Co-Founder & CEO)Previously worked at Amazon as a Transportation Development Analyst. They then moved on to become an Operations Manager at Rocket Internet before co-founding Appinio in 2015.
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