Senior Customer Success Manager - France (Directeur·rice de Clientèle) (m/f/d)

Allow us to introduce ourselves Hello there! We’re Appinio, a global market research company that combines an AI-powered insights platform with expert consultancy. On a mission to make the world a little more fact-based, we help companies understand how consumers think and make smarter decisions. We started out in Hamburg back in 2014, but we’re now humbled to call the world our playground, with over 260 employees spread across 13 countries (we’re remote-first), 2600+ international clients, delivering research from +190 markets, globally. Want to be a part of the Appinio movement? 🚀 Here at Appinio, we value transparency in our recruitment process, and we've created a blog to share what to expect during each step of our journey together: here Your mission as a Senior Customer Success Manager - France As Appinio continues to revolutionize 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 in fully leveraging the power of our market research approaches and technology. As we continue to grow, we are seeking a talented Senior Customer Success Manager (m/f/d) with market research background to join our team in France. As a Senior Customer Success Manager, you will support a portfolio of clients and act as a trusted advisor, enabling them to effectively generate and use consumer as well as shopper insights to achieve their business goals. You will support clients from the creation of proposals to address their business and research needs, to the presentation of results, helping them fully understand and utilize our product along the way. Your role will also be to act as a strategic advisor in market research in order to drive their growth through strategic support and guidance. As the long-term satisfaction of our customers is pivotal to our success, it is also crucial in this role 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 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 their industry Own and manage research projects from end to end, ensuring surveys are launched efficiently, results are delivered on time, 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 different account layers Identify growth opportunities and work with the sales organization to raise awareness of the value of customer insights across the organization You will thrive in this role if You have a degree in Psychology, Business Administration, Market Research, or a similar field You have a background in market research You have more than 10 years of experience working for market research companies You have a minimum of 7 years of experience supporting and consulting B2B customers — ideally in SaaS, management consulting, or advertising/communications. You have experience in dynamic, interactive environments You are driven and want to be a key part of taking Appinio to new heights and revolutionizing an entire industry (basically, you see your job as having a purpose beyond just paying the bills) You are highly proficient in French and in English You bring a hands-on mentality, pragmatism, and proactivity You consider yourself an active listener who communicates purposefully and confidently 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 What’s in it for you? Flexibility Policy - Our flexibility policy means there is no hard cap on the number of vacation days you can take Temporary work from abroad - If you're based in the EU, you can work outside your country of residence for up to 180 days per year All the hardware you need and your own MacBook 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 Subsidised Urban Sports Club or ClassPass membership based on location 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 Kind reminder: Please ensure that your application is submitted in English. 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. Appinio is an equal-opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Please read our privacy policy here. Learn more about us: appinio.com LinkedIn Xing Kununu Instagram