Customer Success Director (m/f/d)

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 260 employees spread across 15 countries (we’re remote-first), 2600+ international clients, delivering research from +190 markets, globally.

Want to be a part of the Appinio movement? 🚀

Your mission as a Customer Success Director Appinio is transforming market research through client-focused innovation, and our Customer Success team is at the core of this mission. We’re seeking a Customer Success Director to lead the strategic direction of our global customer success function.   As Director of Customer Success, you’ll be responsible for shaping our customer success strategy, focusing on enterprise clients, revenue growth, and ensuring seamless customer journeys. Reporting to our COO, you’ll collaborate closely with Sales, Product, Research Consulting, and Marketing teams to align cross-functional efforts, optimize engagement, and maximize the value we deliver to clients.   The ideal candidate has extensive experience in primary market research, Enterprise Customer Success, and data-driven strategy. You’re a dynamic leader, capable of scaling CS operations and setting a vision for customer engagement that drives results across retention, satisfaction, and loyalty.  

What you’ll be doing

• Global Leadership: Lead a high-performing global CS team, fostering a culture of excellence and client engagement. Recruit, mentor, and empower Team Leads and CSMs.
• Customer Strategy: Use market research expertise to drive customer satisfaction, retention, and loyalty, ensuring clients maximize Appinio’s platform.
• Data Optimization: Leverage NRR and credit burn metrics to improve customer journeys, processes, and lifetime value.
• Revenue & Retention: Own global KPIs, driving plans to enhance retention and revenue growth.
• Cross-Functional Alignment: Collaborate with Sales, Product, and Marketing to ensure seamless customer experiences worldwide.
• Problem-Solving: Proactively address client challenges, championing tools and strategies to boost satisfaction.
• Stakeholder Management: Build strong relationships across markets, aligning and influencing stakeholders effectively.
• Efficiency & Automation: Identify automation opportunities to streamline workflows, reduce manual tasks, and enhance operational efficiency across the global CS team.

You will thrive in this role if:

• You bring 8+ years of primary market research experience, with a strong record of managing enterprise clients and high retention rates.
• You are knowledgeable about the latest market research methods and can effectively leverage a connected methodology portfolio to drive account growth.
• You have 5+ years of leadership experience guiding and growing global CS or Account Management teams to achieve high-impact results, ideally in a fast-paced environment
• You are customer-centric, with the ability to shape global strategies that drive satisfaction, loyalty, and client retention.
• You excel in data-driven decision-making and are skilled in analyzing key metrics to drive CS strategy and performance.
• You have a robust understanding of revenue management, including experience with NRR and customer lifetime value.
• You’re adept at cross-departmental collaboration, working effectively with Sales, Product, and Marketing to ensure a consistent global customer experience.
• You are energetic, curious and bring a can-do attitude
• You are proficient in English, additional languages are a plus

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.
• Work-from-anywhere Policy - 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 Deutschlan