Job Description
About the Company
Our client is a fast market research platform. 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 and now have over 200 employees spread across 25 cities (remote-first), 2000+ international clients and a panel reach of 7 million, globally.
About the Role
As a 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 products, and drive their growth by providing strategic support and guidance. As the long-term satisfaction of customers is pivotal for our client’s success, in this role it is also crucial to proactively gather feedback and collaborate cross-functionally to continuously improve our product and services.
Responsibilities
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 to educate customers on means of 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
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
Benefits
Flexibility Policy - meaning there is no hard cap on the number of vacation days
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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, Netherland or the UK
- You have the chance to work outside of your country of residence for a maximum of 180 days per year, given that you have a valid work permit for that country
All the hardware you need and your own MacBook
In case you're located in Hamburg you'll get a subsidized HVV ticket or if you're located in Hamburg or Berlin you'll get access to a mobility budget with the RYDES app
In case you're located in Hamburg you'll get access to the 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