Senior Customer Success Manager - DACH (m/f/d)

View full description

Requirements:

• Degree in psychology, business administration, market research, or similar fields
• Background in Market Research
• Minimum of 5–7 years experience in supporting and consulting B2B customers - ideally in SaaS, management consulting, or advertising/communication
• Experience in dynamic, interactive environments
• Proficient in German and English
• Hands-on mentality, pragmatism, and proactivity
• Active listener, who communicates purposefully and confidently

Responsibilities:

• Serve as the primary point of contact and advisor for a portfolio of clients, building and maintaining strong relationships through ongoing support and regular check-ins (e.g., QBRs)
• Understand customers' business challenges and help them resolve those using systematic market and consumer research; provide strategic guidance on leveraging consumer insights to meet their goals
• Prepare and conduct client workshops and training to educate customers on modern market research methods and empower them to leverage the potential of insights specific to the clients' industry
• Own and manage research projects from end to end, ensuring surveys are launched efficiently, results are delivered timely, and clients maximize their research budget
• Manage renewals, cross-sells, up-sells and extend customer subscriptions by identifying expansion opportunities applying strategic account planning and penetrating the different account layers
• Identify growth opportunities and work with the sales organization to raise awareness of the value of customer insights across the organization