Team Lead Customer Success

vor 6 Monaten

Hamburg, Deutschland Appinio Vollzeit

**Allow us to introduce ourselves**

Hello there We're Appinio, the fastest (and coolest) market research platform. On a mission to make the world a little more fact-based, we help companies understand how consumers think and make better data-driven decisions.

We started out in Hamburg back in 2014 but we're now humbled to call the world our playground, with over 200 employees spread across 25 cities (we're remote-first), 2000+ international clients and a panel reach of 7 million, globally.

Want to be a part of the Appinio movement?

**Your mission as a Team Lead Customer Success - DACH (M/F/d)**

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 to fully leverage the power of our platform. As we continue to grow, we are seeking a **Team Lead Customer Success - DACH **to join our team.

As Team Lead Customer Success Management, you will be instrumental in building and leading one of our dynamic teams of Customer Success Managers (CSMs) in the DACH region. Your focus will lie on fostering the team's development through market research expertise, an unwavering commitment to exceeding customer expectations, and consistently achieving ambitious success metrics. The role centers around coaching and supporting the CSMs in your team in their strategic initiatives including active engagement with key customers.

You will report directly to our Director Customer Success and collaborate closely with our Sales, Product, and Marketing teams to align our strategies for maximum impact.

**What you'll be doing**
- Leadership: Lead, develop, and strategically recruit a high-performing team of 6-9 customer success managers in the DACH region, each overseeing a dedicated portfolio of up to 20 customers within a specific vertical
- Coaching: Prioritize coaching and empowerment for Customer Success Managers, fostering a culture of growth and continuous skill development to consistently elevate performance standards
- Market Research Understanding: Leverage a profound understanding of market research, innovative methodologies, and comprehensive knowledge of industry and market dynamics to comprehend customer needs and shape the future of the CS role
- CS Excellence: Innovate and refine processes, playbooks, and best practices by consistently exploring new strategies, technologies, and approaches to enhance the CS team's performance and elevate the overall customer experience
- Strategy: Collaborate with the Director of Customer Success and other team leads on developing and executing the overall vision and strategy in CS
- Target Achievement: Collaboratively drive the achievement of business and revenue objectives with your team and across markets collaborating with the local CS Teams

**You will thrive in this role if**
- You bring 5+ years of Market research experience with in-depth methods and industry knowledge or similar experience in a related field/industry
- You have 3+ years of leadership experience with a proven track record in leading high-performing teams, particularly in significant turnaround or fast scale-up environments
- You have experience in supporting and consulting B2B customers - ideally in SaaS, management consulting, or advertising/communication
- You bring a high level of energy, focus, and drive, coupled with an ability to swiftly adjust to changing priorities and aspiration to create the best-in-class Customer Success function, aiming to make a significant impact in your role
- You have a strong results focus, consistently achieving ambitious growth targets regularly
- You communicate confidently, clearly, and transparently in both German and English, facilitating seamless interactions across diverse teams and stakeholders

**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, the Netherlands 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
- **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 are located in Germany or Spain, you will have access to a **Subsidized Urban Sports** **Club** membership
- In case you're located in one of the cities where most of our fellow Appinioneers are (Hamburg, Berlin, London, Madrid, New York), you can get access to

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