Role Description As Appinio continues to revolutionize and conquer the market research industry, we are dedicated to continuously delivering exceptional experiences to our clients. Our Customer Success Team plays a fundamental role in this mission and supports clients in fully leveraging the power of our market research approaches and technology. We are seeking a talented Senior Customer Success Manager (m/f/d) with market research background to join our team in France. As a Senior Customer Success Manager, you will support a portfolio of clients and act as a trusted advisor, enabling them to effectively generate and use consumer as well as shopper insights to achieve their business goals. Your role will also be to act as a strategic advisor in market research in order to drive their growth through strategic support and guidance. What you’ll be doing: - 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 their industry. - Own and manage research projects from end to end, ensuring surveys are launched efficiently, results are delivered on time, 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 different account layers. - Identify growth opportunities and work with the sales organization to raise awareness of the value of customer insights across the organization. Qualifications - You have a degree in Psychology, Business Administration, Market Research, or a similar field. - You have a background in market research. - You have more than 10 years of experience working for market research companies. - You have a minimum of 7 years of experience supporting and consulting B2B customers — ideally in SaaS, management consulting, or advertising/communications. - You have experience in dynamic, interactive environments. - You are driven and want to be a key part of taking Appinio to new heights and revolutionizing an entire industry. - You are highly proficient in French and in English. - You bring a hands-on mentality, pragmatism, and proactivity. - You consider yourself an active listener who communicates purposefully and confidently. Requirements - Utilization of purchased research capacity. - Client retention & revenue growth. - Upsell & cross-sell success. - Client engagement & platform adoption. Benefits - Flexibility Policy - No hard cap on the number of vacation days you can take. - Temporary work from abroad - 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. - Subsidised Urban Sports Club or ClassPass membership based on location. - Access to co-working spaces if located in cities where most of our fellow Appinioneers are (Hamburg, Berlin, Munich, London, Madrid, Barcelona, or New York).

Role Description - Main responsibilities - Strategic Account Management - Own and develop a portfolio of strategic and high-growth client accounts. - Build long-term relationships with senior stakeholders, decision-makers, and executive sponsors. - Develop and execute account growth strategies aligned to customer business objectives. - Conduct regular business reviews, account planning sessions, and strategic roadmap discussions. - Understand client priorities, challenges, risks, and future initiatives. - Create and maintain strategic account plans that identify growth opportunities and risk mitigation strategies. - Customer Success & Retention - Act as the primary escalation point for strategic accounts. - Drive customer satisfaction and continuous improvement initiatives. - Monitor customer health, engagement levels, and service performance. - Proactively identify and address risks to retention. - Ensure delivery teams remain aligned to client expectations and contractual commitments. - Lead contract renewals and long-term partnership planning. - Revenue Growth & Expansion - Own account growth targets across your customer portfolio. - Identify, qualify, and develop expansion opportunities within existing accounts. - Drive cross-sell and upsell initiatives across Flat Rock's full service offering. - Collaborate with Sales, Solutions, and Delivery teams to convert opportunities into revenue. - Support commercial negotiations and strategic partnership agreements. - Build and manage a healthy account growth pipeline. - Executive Relationship Management - Build trusted relationships with C-suite executives and senior business leaders. - Act as a strategic advisor on technology, operational, and business challenges. - Represent Flat Rock Technology at executive meetings, client workshops, and industry events. - Facilitate governance meetings, strategic reviews, and executive reporting. - Leadership & Collaboration - Partner with Delivery, Operations, Engineering, Consulting, and BPO teams to ensure client success. - Champion the voice of the customer throughout the organisation. - Coordinate internal resources to resolve issues and deliver outcomes. - Support ongoing improvements to customer experience and account management processes. Qualifications - 5+ years' experience in Strategic Account Management, Customer Success, Client Success, or Enterprise Account Management. - Proven experience managing and growing enterprise-level customer relationships. - Demonstrated success increasing customer retention, satisfaction, and account revenue. - Strong executive stakeholder management skills. - Experience within one or more of the following sectors: - SaaS - Technology Services - Managed Services - IT Outsourcing - Software Development - BPO - Consulting Services - Commercially astute with experience supporting renewals and commercial negotiations. - Excellent communication, presentation, and relationship-building skills. - Strong analytical, strategic thinking, and problem-solving capabilities. Requirements - Experience working within offshore, nearshore, or global delivery environments. - Experience managing accounts worth £500k+ annually. - Knowledge of CRM platforms such as HubSpot or Salesforce. - Understanding of software engineering, cloud technologies, AI solutions, managed services, or outsourcing models. - Experience leading customer growth and expansion programmes. - Regular travel across the UK for client meetings, business reviews, and workshops. - Occasional international travel to customer locations and Flat Rock offices. - Flexibility to travel as required to support strategic accounts and growth opportunities. Company Description Dear recruiters there is no need to edit this.

• Identify and prospect new corporate catering opportunities through LinkedIn, email outreach and other sales channels. • Build and maintain prospect lists using tools such as LinkedIn, Apollo or similar platforms. • Develop personalised outreach that feels authentic and relationship-driven rather than generic. • Respond promptly to inbound catering enquiries and convert them into catering bookings. • Manage the customer journey from initial enquiry through to post-order follow-up. • Build strong, long-term relationships with office managers, executive assistants, personal assistants and workplace coordinators. • Proactively check in with existing customers to encourage repeat business and strengthen customer loyalty. • Follow up after each catering order to gather feedback and ensure an outstanding customer experience. • Handle customer enquiries relating to catering options, dietary requirements, allergies, invoices and general information. • Resolve customer concerns and coordinate solutions for delivery or order-related issues. • Maintain accurate customer records, notes and activity within the CRM. • Segment customers and develop ongoing engagement strategies for high-value accounts. • Work closely with internal teams to ensure orders are fulfilled smoothly. • Collaborate with your manager to refine outreach messaging, sales strategies and customer engagement processes. • Use AI tools to improve productivity while ensuring all customer communication remains personalised and high quality.

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.