Job Description

Customer Success Manager -- Market Research Firm

Customer Success

Our client is a state-of-the-art market research automation solution, that empowers researchers at consumer brands and agencies by getting them to the actionable data quicker and more affordably than in the traditional full-service model. With a world-class product, top tier existing clients, they are growing very quickly. Seeking a Customer Success Manager to work directly with their clients ranging from mid-market firms to enterprise level firms with a focus on companies within the $100M-$1B revenue threshold.

The Customer Success Manager will be responsible for:

• Ongoing coaching and training
• Expanding use cases and driving uptake of new features and offerings
• Effective onboarding and implementation
• Ensuring client usage velocity stays on pace

In this role, the right candidate will be a strategic partner and catalyst to customer outcomes. In doing so, will accelerating time-to-value, drive platform adoption, managing/improve retention, and nurture long-term success.

Responsibilities:

• Develop and maintain plans that drive consistent value delivery and scalable impact across customers.
• Support customers in conducting research effectively.
• Serve as the primary point of contact for a portfolio of customers, cultivating trusted, long-term partnerships that fuel mutual success.
• Drive time-to-value through seamless onboarding, smooth implementation, and deep platform engagement, ensuring customer success.
• Advocate for customer needs at an account and project level to deliver a seamless, frictionless customer experience.
  • Gather customer feedback to inform product development and identify opportunities for improvement.
• Monitor customer usage and health to identify opportunities, address risks, and drive customer satisfaction and retention.
• Utilize playbooks to prioritize and manage accounts.
• Work in partnership with Account Management on the renewal cycle by contributing insights to strengthening client relationships.
• Demonstrate a customer-first mindset while recognizing and contributing to lead generation opportunities that support business growth.

Qualifications:

• • Experience working in technical environments, with the ability to adapt to complex systems, troubleshoot issues, and collaborate with cross-functional teams to deliver effective solutions.
  • Exceptional organizational skills with the ability to prioritize and meet deadlines.
  • Exceptional interpersonal and communication skills with a passion for customer success.
  • Strong analytical and problem-solving skills, with exposure to using data to support insights and guide next steps.
  • Bachelor’s degree in Business, Marketing, Information Technology, or a related field.
  • 3+ years of experience in Customer Success/Account Management experience in a market research environment.
  • Demonstrated track record of developing client relationships.
  • Energetic, self-starter, comfortable engaging with new people, learning new things and prioritizing responsibilities.
  • Strong understanding of market research methodologies and technologies.
  • Advanced survey creation skills with prior experience working with self-services or DIY survey technology (Qualtrics, Decipher, Sawtooth, Alchemer etc.).

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