Hello there! Our client, the fastest market research platform is on a mission to make the world a little more fact-based. They help companies understand how consumers think and make better data-driven decisions.
They started out in Hamburg back in 2014 but they're now humbled to call the world their playground, with over 200 employees spread across 25 cities (they’re remote-first), 2000+ international clients and a panel reach of 7 million, globally.
Want to be a part of the movement? 🚀
Your mission as a Senior Customer Success Manager
As our client continues to revolutionize and conquer the market research industry, they are dedicated to continuously delivering exceptional experiences to their clients. Their Customer Success Team plays a fundamental role in this mission and supports clients to fully leverage the power of our platform. As they continue to grow, we are seeking a talented (Senior) Customer Success Manager (m/f/d) to join our team.
As a (Senior) Customer Success Manager, you will support a portfolio of clients and act as trusted advisor, helping them to effectively use customer insights to achieve their business goals. You will support clients to fully understand and utilize their 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.
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 customer’s 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 trainings virtually and on-site to educate customers on 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 our clients' platform
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
Coach and guide their more junior Customer Success Managers
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 our client 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
What’s in it for you?
Flexibility Policy - meaning there is no hard cap on the number of vacation days
Work-from-anywhere Policy:
You have the chance to develop our amazing product from one of the countries where we operate: Spain, France, Germany, Portugal, Netherlands or the UK
Udemy L&D Platform - full access to 22,000+ courses and certifications to deepen your knowledge as your career progresses
All the hardware you need and your own MacBook
In case you're located in Hamburg or Berlin, you'll get a Deutschlandticket or access to a mobility budget with the RYDES app to get you to and from the office space
In case you're located in Hamburg you'll get access to our beautiful office in Hamburg's city center - terrace and BBQ included ;-)
In case you are located in Germany or Spain, you will have access to a Subsidized Urban Sports Club membership
In case you're located in Berlin, you will have access to our co-working space to get together with our other team members!
This post not only outlines our ideal candidate but also serves as an inspiration for what this role can evolve into. Even if you consider yourself an 80% fit but have a genuine passion for this position, we encourage you to apply. We're eager to hear from individuals who share our enthusiasm.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.