[Hiring] Customer Success Manager @Appinio

Role Description

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 by driving client satisfaction, adoption, and retention. As we continue to grow, we are seeking a dedicated Customer Success Manager to join our Spanish team and drive the success of our growing portfolio of accounts.

As a Customer Success Manager, you will manage a portfolio of clients and act as a trusted advisor, helping them effectively integrate customer insights into their day-to-day decisions and maximize product adoption to achieve strong ROI. This role requires candidates to be based in Spain.

What you’ll be doing

• End-to-End Research Project Management: Manage multiple concurrent tracking and ad-hoc projects from kickoff to final delivery. Work in close alignment with the Research Consulting team to ensure seamless execution, overseeing timeline tracking, scope alignment, quality checks, and timely data delivery.
• Daily Operational Contact: Serve as the primary point of contact for daily client requests, coordinating project execution, technical troubleshooting, and status updates across your account portfolio.
• Research Scoping & Execution: Translate client research questions into actionable study designs and methodologies, guiding users on how to launch and execute effective surveys on the Appinio platform.
• Hands-on Onboarding & Enablement: Prepare and lead tactical client onboarding, functional platform trainings, and workshops (virtually and on-site) to empower teams to build and analyze studies independently.
• Project Workflow & Account Health: Track ongoing study activity and usage metrics, proactively intervening to resolve execution blockers, maintain timeline momentum, and safeguard account satisfaction.
• Cross-Functional Delivery: Collaborate closely with internal Research Ops, Product, and Account Management teams to ensure smooth study completion, route expansion opportunities, and feed direct user feedback into product development.

Qualifications

• You have a solid background in Market Research or experience working with data/insight-driven solutions.
• You have proven experience supporting and consulting B2B customers in a Customer Success or Account Management role.
• You excel at balancing customer success and satisfaction with account retention and growth objectives.
• You are proficient in Spanish (C2 level) and fluent in English.
• You bring a hands-on mentality, pragmatism, and proactivity, with the ability to solve client problems independently.
• You are an active listener who communicates clearly and confidently, with the ability to present complex data in an engaging, easy-to-understand way.

Benefits

• Flexibility Policy: Average is 30 days taken, however, we do not have a hard cap of number of vacation days as we know life happens.
• 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.
• If 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.

Company Description

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.