Role Description We're looking for a Relationship Manager to join our Customer Success team. You'll manage a portfolio of enterprise customers, helping them achieve long-term success with IXOPAY by driving adoption, retention, renewals, and growth. As a trusted advisor, you'll build strong relationships, identify opportunities, and help customers maximize the value of our platform. - Manage a portfolio of customers, building trusted relationships with business and technical stakeholders. - Guide customers throughout their lifecycle, from onboarding and adoption through renewal and ongoing success. - Proactively identify retention risks and growth opportunities through upselling, cross-selling, and increased platform adoption. - Partner with customers to understand their business goals and recommend solutions that improve payment performance, reduce costs, and streamline operations. - Advocate for customer needs by partnering with Product, Engineering, and Sales to help shape future platform enhancements. - Monitor customer health using adoption, platform usage, support trends, and commercial KPIs such as NRR and GRR. - Coordinate with internal teams to resolve customer questions and escalations, ensuring a consistently excellent customer experience. Qualifications - 3+ years of experience in a customer-facing role such as Relationship Manager, Customer Success Manager, Technical Account Manager, or Account Manager. - Experience in SaaS, FinTech, payments, or another technology-driven environment. - Excellent communication, relationship-building, and stakeholder management skills. - A consultative approach with strong analytical and problem-solving abilities. - Experience supporting customer retention, renewals, or account growth. Requirements - Knowledge of payment gateways, merchant acquiring, payment orchestration, or related payment technologies. - Experience working with enterprise customers. - Familiarity with customer success metrics such as NRR, GRR, and product adoption. Benefits - Competitive salary and benefits - Professional growth and development opportunities - A collaborative, international team environment - Medical, Dental, and Vision Insurance - Flexible Spending Account (FSA) and Health Savings Account (HSA) - Employer-paid Life, AD&D, Short-Term Disability, and Long-Term Disability Insurance - Unlimited Paid Time Off and Paid Holidays - 401(k) Plan with Employer Match

• Own and manage the US & ROW promotional calendar across email, push, and newsletters, ensuring a strong mix and consistent delivery of campaigns. • Plan, build, and execute all US & ROW CRM communications, including briefing, scheduling, deployment, and performance analysis. • Support the delivery of targeted campaigns (e.g. Student Beans and other tactical sends) to drive engagement and commercial performance. • Lead the US CRM testing roadmap, running A/B tests and sharing insights, learnings, and recommendations with the wider team. • Produce regular performance reporting (weekly and monthly), identifying trends, optimisation opportunities, and future test ideas. • Collaborate closely with CRM and wider marketing teams to share best practices, provide feedback, and contribute to a positive, high-performing team culture.

• 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).