Your mission as a Customer Success Manager - Americas (m/f/d)

We are looking for a Customer Success Manager to join our Americas team and drive long-term customer growth and success across a portfolio of US-based clients.

In this role, you will act as a strategic partner to our customers, helping them maximize the value of their relationship with Appinio by translating their business needs into research solutions. You will build strong stakeholder relationships, carefully manage projects and processes, proactively uncover business needs, and support the delivery of impactful research.

Working closely with Account Management, Research, and Product teams, you will help manage the post-sales customer journey, ensuring high levels of engagement, retention, and satisfaction. Your work will directly contribute to customer growth, renewal success, and revenue expansion within some of our largest and most strategic accounts.

What you’ll be doing

• Make clients happy!
• Act as the primary point of contact and trusted advisor for 2–3 key clients, building strong, long-term relationships through ongoing support and regular check-ins
• Own the operational success of your accounts by coordinating timelines, managing workflows, and ensuring smooth delivery of projects across internal teams
• Understand your clients’ business challenges and provide strategic guidance on how consumer insights can help them make better decisions and drive business growth
• Connect your clients’ business goals with the research projects delivered by our Sales and Research teams, ensuring every project creates meaningful value
• Prepare and support engaging client workshops and training sessions, both virtually and on-site, to help customers get the most out of Appinio and modern market research
• Identify opportunities to grow existing accounts and collaborate with Sales to expand the impact of customer insights across the client’s organisation
• Gather customer feedback and act as the voice of the customer, working closely with Product, Research, Marketing, and Sales to continuously improve the customer experience

You will thrive in this role if

• You have 5+ years of experience in Customer Success, Account Management, Consulting, or another client-facing role. Experience in the market research or insights industry is a strong plus
• You enjoy building trusted client relationships and are confident acting as a strategic advisor to customers
• You have strong project management and stakeholder management skills, and can successfully manage multiple priorities simultaneously
• You have a commercial mindset and enjoy identifying opportunities to grow customer partnerships
• You have excellent communication and presentation skills, and feel comfortable facilitating client meetings, workshops, and trainings
• You thrive in dynamic, fast-paced environments and are excited by the opportunity to build something new and innovative
• You're fluent in English
• You are based in the United States

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
• Your own MacBook as well as additional hardware to help you get set up
• Temporary Work from Abroad: If you're based in the US, you can work outside the country for up to 4 weeks a year
• Healthcare package including medical, dental, vision, One Medical membership and Health Advocate memberships
• You will have access to a subsidised ClassPass membership
• Flexible Spending Account (FSA): Use pre-tax dollars for healthcare or dependent care expenses
• 401(k) plan with an employer match of 50% at a 3% contribution

Additional role details

• This is a fully remote position open to candidates in the United States
• This role will report directly to our General Manager US

Our interview process

• Screening Call with the General Manager US
• Case Study Interview with our General Manager US, and Customer Success Team
• (Optional) Team Interview 
• Executive Interview with C-Level
• (Optional) Reference Calls 
• Offer