Role Description 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. - Build strong stakeholder relationships and manage projects and processes. - Proactively uncover business needs and support the delivery of impactful research. - Ensure high levels of engagement, retention, and satisfaction. - Contribute to customer growth, renewal success, and revenue expansion. Your responsibilities will include: - Act as the primary point of contact and trusted advisor for 2–3 key clients. - Own the operational success of your accounts by coordinating timelines and managing workflows. - Understand clients’ business challenges and provide strategic guidance. - Connect clients’ business goals with research projects delivered by Sales and Research teams. - Prepare and support engaging client workshops and training sessions. - Identify opportunities to grow existing accounts and collaborate with Sales. - Gather customer feedback and act as the voice of the customer. Qualifications - 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. - Enjoy building trusted client relationships and acting as a strategic advisor. - Strong project management and stakeholder management skills. - Commercial mindset with a focus on identifying growth opportunities. - Excellent communication and presentation skills. - Fluent in English. - Based in Latam. Requirements - Thrive in dynamic, fast-paced environments. - Excited by the opportunity to build something new and innovative. Benefits - Flexibility Policy: No hard cap on the number of vacation days. - Your own MacBook and additional hardware. - Temporary Work from Abroad: Work outside the country for up to 4 weeks a year. - Wellness Budget for Gym Membership. Company Description Appinio is a global market research company that combines an AI-powered insights platform with expert consultancy. We help companies understand how consumers think and make smarter decisions. - Founded in Hamburg in 2014. - Over 260 employees across 13 countries. - 2600+ international clients delivering research from 190+ markets globally.

• Serve as the primary relationship owner for a portfolio of commercial card clients, managing onboarding, escalations, and ongoing health reviews. • Man an inbound client support phone line during business hours — fielding questions, triaging issues, and resolving card operations problems in real time. • Field and resolve complex support requests across card issuance, transaction disputes, authorization rules, and program controls. • Partner with card operations and product teams to triage processor-side issues and advocate for client-impacting fixes. • Build and present business reviews (QBRs) covering utilization, exception trends, and program optimization recommendations. • Guide clients through card program changes — new product features, network rule updates, and regulatory changes. • Help build the support playbook — documenting processes, escalation paths, and resolution workflows as the function grows. • Monitor renewal health, proactively flagging at-risk accounts and collaborating on retention plays.

• Support day-to-day client relationships across a portfolio of commercial card and accounts payable clients, under the guidance of the Customer Success Manager. • Cover the inbound client support phone line during business hours — fielding questions, logging issues, and resolving common card operations problems independently. • Handle first-level support requests: card issuance questions, authorization inquiries, transaction research, and basic dispute intake. • Escalate complex processor-side or compliance-related issues to the CSM with full context and documentation. • Maintain accurate client records, support logs, and issue tracking across internal systems. • Assist in preparing client-facing materials — onboarding guides, QBR supporting data, and program update communications. • Help document support processes and resolution workflows as the team scales. • Stay current on product updates, payment network changes, and new channels as they launch — you'll be a key part of bringing clients along.

• Execute and optimize growth, retention, and feature-adoption campaigns for small group accounts using multi-channel digital tools and personalized outreach. • Monitor customer health dashboards and leverage AI-generated insights to proactively flag and act on accounts that are at risk or primed for growth. • Serve as the primary point of contact for customer inquiries, providing a timely response to basic questions and efficiently redirecting more complex issues to the appropriate team. • Identify upsell and cross-sell opportunities for your portfolio, managing a scaled pipeline of potential deals and promoting new features through digital nudges and targeted messaging. • Own the contract renewal process for your book of business, ensuring a high retention rate by demonstrating ongoing value. • Master and actively use CRM tools, campaign platforms, and AI platforms to manage the customer lifecycle and drive team efficiency. • Maintain an understanding of key metrics (Retention %, Expansion %, Adoption %) to measure the effectiveness of campaigns and customer interventions.