Team Lead Customer Success

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

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 Team Lead Customer Success - DACH

As Appinio continues to revolutionise 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 centres 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 Interim head of DACH 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: Prioritise 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 Interim Head Of DACH 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 market research agencies and providers, 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 - 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
• If you are located in Germany or Spain, you will have access to a Subsidised Urban Sports Club membership
• 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.

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