Customer Success Manager - Americas (m/f/d)

About Appinio

Appinio is a global market research company that pairs an AI-driven insights platform with specialist consulting. Its purpose is to help businesses become more evidence-based by understanding how consumers think and by enabling better decision-making.

Founded in Hamburg in 2014, the company now operates remotely across the world with more than 260 employees in 13 countries, serving 2,600+ international clients and running research in over 190 markets.

Appinio places a strong emphasis on openness in hiring and shares guidance on what candidates can expect throughout the recruitment journey.

Role overview

The Customer Success Manager for the Americas will join the US-focused team and be responsible for driving customer growth and long-term success across a portfolio of clients in the United States.

In this position, you will serve as a strategic partner to customers, helping them turn business challenges into research-led solutions. You will nurture stakeholder relationships, coordinate delivery and internal workflows, surface new business needs proactively, and support research outcomes that create measurable impact.

Working alongside Account Management, Research, and Product teams, you will help manage the post-sale customer journey while strengthening engagement, retention, satisfaction, renewal performance, and expansion opportunities within strategic accounts.

Key responsibilities

• Serve as the main contact and trusted advisor for 2–3 priority clients, maintaining close relationships through regular communication and check-ins.
• Take ownership of account operations by aligning timelines, managing tasks, and ensuring that projects move smoothly across internal teams.
• Assess customer challenges and recommend how consumer insight work can support stronger decisions and business growth.
• Align client objectives with research work delivered by Sales and Research so that every project produces clear value.
• Plan and support interactive workshops and training sessions, delivered virtually or in person, to help customers get more value from Appinio and modern market research.
• Spot expansion opportunities in existing accounts and partner with Sales to broaden the use of customer insights across the client organization.
• Collect customer feedback and represent the voice of the customer by working with Product, Research, Marketing, and Sales to improve the overall experience.

Requirements

• At least 5 years of experience in Customer Success, Account Management, Consulting, or another client-facing function; background in market research or insights is a strong advantage.
• Proven ability to build trusted relationships and operate as a strategic advisor to clients.
• Strong project management and stakeholder management capabilities, including the ability to juggle several priorities at once.
• Commercial awareness and an interest in identifying ways to grow customer partnerships.
• Excellent communication and presentation abilities, with confidence leading client meetings, workshops, and training sessions.
• Comfort in dynamic, fast-moving environments and enthusiasm for helping build something innovative.
• Fluency in English.
• Residence in the United States.

Perks and benefits

• No fixed cap on vacation days under the company’s flexibility policy.
• MacBook provided, along with additional hardware needed to get set up.
• Ability to work from outside the United States for up to 4 weeks per year.
• Healthcare coverage that includes medical, dental, vision, One Medical membership, and Health Advocate membership.
• Subsidized ClassPass membership.
• Flexible Spending Account (FSA) for pre-tax healthcare or dependent care expenses.
• 401(k) plan with a 50% employer match on contributions up to 3%.

Additional details

This is a fully remote role available to candidates based in the United States.

The position reports directly to the General Manager US.

Application and interview process

• Screening call with the General Manager US.
• Case study interview with the General Manager US and the Customer Success team.
• Optional team interview.
• Executive interview with C-level leadership.
• Optional reference calls.
• Offer stage.

Application notes

Applications must be submitted in English.

Appinio encourages candidates to apply even if they match only part of the ideal profile, as long as they are genuinely excited about the role.

Equal opportunity

Appinio is an equal opportunity employer and considers all applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Brand and privacy

Applicants are asked to review the privacy policy. Company information is available through Appinio’s website and social channels.