Customer Success Manager, Consumer Insight Specialist, Austin (TX)

The role

We are looking for a problem solver and a commercially driven expert who is an inspiring storyteller who can match Cambri’s offering with the client’s needs. Drawing on extensive experience in market research and consumer insights, you confidently provide expert advice to FMCG and consumer product firms with confidence.

Your tasks

We are looking for an ambitious and driven Customer Success Manager to join us in our newly-opened Austin office (TX). You will be in charge of several of Cambri’s client accounts, understanding their needs and helping them solve problems. As their trusted adviser you will proactively develop relationships that promote retention, growth and success within their iterative innovation processes. You make sure all relevant stakeholders know the benefits of integrating Cambri in their way of working.

• After 3 months you will be fully onboarded to Cambri and its platform, and will have taken over 10-12 of your first client accounts. You will be able to handle support requests pertaining to your own accounts independently, and have identified improvement areas in the Cambri platform. You will also be able to demo the platform to prospects in a convincing manner.

• After 6 months you will have full ownership of your client portfolio of approximately 20 accounts and have familiarized yourself with your clients’ ways of working. You will also have contributed to the development of Cambri’s Customer Success function and Product development.

• After 12 months you will show a Net Revenue Retention of 130% or higher among your book of business and have identified several new growth opportunities among your portfolio.

Responsibilities

• Budget responsibility for assigned client accounts


• Onboard, support, inspire, develop and grow assigned client accounts


• Demo Cambri platform to prospective customers as part of the sales process


• Ensure customer satisfaction, product adoption and customer retention


• Aid clients in achieving their goals and getting the full value of Cambri


• Contribute to Cambri Help Center and other training tools


• Loop client feedback internally for continuous improvement of the Cambri platform


• Work closely and proactively with Sales, Managed Services and Product teams

Qualifications

• Bachelor's degree or equivalent experience

• Minimum 5 years of experience working in customer success or key account management

• Experience working with consumer insights or market research, either as an insight manager or similar, or through an agency

• A genuine interest in building client relationships, and helping solve business problems

• An excitement for innovation, continuously looking for ways to improve processes and to work smarter, not harder

• Strong written and verbal communication skills in English

• Ability to work in a cross-functional and proactive way

• Demonstrated ability to grow accounts and increase customer satisfaction