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Welcome to Appinio, a leading market research platform dedicated to empowering businesses with fact-based insights. As a key player in the industry, we're committed to delivering exceptional experiences to our clients.
Our Customer Success team plays a vital role in this mission, ensuring clients get the most out of our platform. We're seeking a talented Senior Customer Success Manager to join our team and help drive client satisfaction.
About the RoleAs a Senior Customer Success Manager, you'll be responsible for supporting a portfolio of clients, acting as a trusted advisor, and helping them leverage customer insights to achieve their business goals. You'll provide strategic support, guidance, and training to clients, ensuring they fully understand and utilize our product.
Key Responsibilities:
- Serve as the primary point of contact for a portfolio of clients, building and maintaining strong relationships through ongoing support and regular check-ins.
- Understand client business challenges and provide strategic guidance on how to address them through systematic market and consumer research.
- Prepare and deliver client workshops and training to educate clients on modern market research tools and enable them to realize the potential of insights.
- Monitor customer activity and health scores, proactively identifying opportunities to improve 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 collaborate with the sales organization to raise awareness of the value of customer insights across the organization.
- Continuously gather customer feedback and serve as the voice of the customer in cross-functional collaboration with other departments.
To succeed in this role, you'll need:
- A degree in psychology, business administration, market research, or a related field.
- A minimum of 3-5 years of experience in supporting and consulting B2B customers, ideally in SaaS, management consulting, or advertising/communication.
- Experience in dynamic, interactive environments.
