• building and developing a team of Customer Success Managers across the APAC region • driving customer growth, expansion, upsell, cross-sell, renewals, retention, adoption, and long-term account health across a portfolio of strategic customers • ensuring the team builds trusted executive relationships, delivers measurable customer value, and uncovers and owns large opportunities within existing accounts • working closely with Sales, Product, Support, and senior leadership to align customer needs with business priorities • strengthening strategic account management practices • ensuring a consistent, high-impact customer success experience across the region

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.