💼 Jetzt bewerben: Customer Success Director (m/f/d) bei APPINIO GmbH in Deutschland – Mach den nächsten Schritt

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 maximise Appinio’s platform.
• Data Optimisation: Leverage NRR and other success 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 analysing 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 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.