Customer Success Manager - Americas (m/f/d)

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

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 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 Latam

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 Americas, you can work outside the country for up to 4 weeks a year

Wellness Budget for Gym Membership

Additional role details

This is a fully remote position open to candidates in Latam

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

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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