Customer Success Manager

Join Market Logic: Innovate, Lead, Thrive!

Market Logic is a dynamic and rapidly growing software company that excels at transforming data into actionable insights.

Our diverse teams of over 150 professionals, representing more than 39 nationalities, work together in a hybrid workplace.

United in a culture of excellence, empowerment, impact, and trust, our teams are innovating a new generation of AI tools, that are transforming how companies build and share knowledge.

With over 10 years of experience, we support over 100 clients worldwide and have a user base of over 100,000.

What sets us apart:

Innovation: We are pioneers in AI-powered insights.

Expertise: We are trusted by global industry leaders.

DeepSights AI: Our DeepSights AI assistant empowers business users to intuitively uncover the latest insights and seamlessly integrate them into their go-to-market strategies.

How do we do things?

We believe that insights are the key to innovation. Our platform is powered by a diverse team of world-class engineers, salespeople, product managers, and marketers worldwide. We believe diversity of thought is essential for developing innovative insights that help our customers succeed.

We value diversity, transparency, and encourage internal mobility & career development opportunities. We are continuously working on creating a workplace where everyone feels welcomed, valued, and respected.

Join us to shape the future of AI-powered, insights-driven business.

About The Role

As a Customer Success Manager, you will play a key role in driving the growth and commercial success of Market Logic by ensuring customer success, optimizing renewals, and identifying expansion opportunities. You will work closely with service, sales, and product teams to drive customer-focused initiatives and deliver tangible commercial results.

In this role, you will be responsible for driving customer retention, growth, and satisfaction. Your success will directly impact on our Annual Recurring Revenue (ARR) and contribute to expansion opportunities through strategic upsell and cross-sell initiatives. As a trusted advisor to customers, you will represent both their needs and commercial opportunities within Market Logic.

Leveraging a strategic and proactive approach, you will deeply understand your customers’ business goals and challenges, translating these insights into actionable commercial opportunities. Internally, you will champion customer needs, coordinate resources, and align stakeholders to develop best practices and strategic recommendations that drive adoption, renewal, and expansion discussions

You are a great fit great with the following skills and qualifications

Key Responsibilities:

• Customer Account Ownership: Own all aspects of the post-sales relationship, driving adoption, renewals, and identifying commercial opportunities for upsell and cross-sell.
• Revenue Growth: Proactively identify and drive revenue growth by maximizing customer engagement, uncovering upsell and cross-sell opportunities, and securing renewals.
• Strategic Account Management: Develop and execute strategic plans to help customers achieve their business goals while aligning their objectives with our offerings.
• Advising on Best Solutions: Leverage your deep knowledge of our product and market to advise customers on how to achieve their goals and maximize their ROI, driving the long-term commercial success of accounts.
• Collaboration with Sales Team: Work closely with the sales team to ensure a seamless process for identifying and acting on upsell and renewal opportunities, contributing directly to ARR growth.
• Data-Driven Insights: Use our systems, tools, and analytics to provide regular updates and data-driven insights on customer health, potential expansion opportunities, and to inform commercial decisions.
• Cross-Departmental Collaboration: Coordinate with internal stakeholders from sales, product, and service teams to ensure a holistic approach to customer success and create transparency around commercial goals.
  
  

Key Metrics of Success:

• Revenue Impact: Contribute to ARR growth through successful renewals, upsells, and cross-sells.
• Customer Retention & Satisfaction: Achieve high levels of customer satisfaction while ensuring high retention and minimized churn.
• Stakeholder Engagement: Drive meaningful conversations around value generation, supporting commercial initiatives through stakeholder collaboration at all levels.
• Strategic Account Growth: Expand existing accounts and increase market share within current customer base through targeted initiatives.
  
  

Requirements:

• Proven experience in Customer Success, Account Management, or Sales roles with a focus on commercial growth and renewals. A strong ability to identify, prioritize, and drive commercial opportunities with customers, including upsell, cross-sell, and renewals.
• Strategic thinker with excellent problem-solving skills and the ability to translate customer success into measurable business outcomes.
• Experience working with marketing or market insights teams will significantly enhance your ability to identify and seize commercial opportunities.
• Fluency in English is required, and proficiency in German, along with familiarity with the German market, is a plus, especially when working with global brands
• Ability to collaborate across departments and influence key stakeholders to drive strategic commercial outcomes.
  
  

This could inspire you

• Internal mobility: We are proud of our internal mobility program. You can grow your career with us, from diligently planning your development to applying internally for roles across the company
• Hybrid workstyle: We encourage a hybrid workstyle, which allows our international teams to stay flexible and work remotely
• Our offices:  We have offices in the multicultural centers of Berlin and Chicago, which serve as vibrant hubs where our people can connect and innovate
• Inclusive workforce: Join a diverse team of over 39 different cultures and backgrounds
• Stack of the latest technologies: Stay up to date with the latest trends and innovations
• Two additional paid days for volunteering: Give back to your community with two paid days off
• 30 days of annual paid vacation: Unwind and recharge with a generous vacation policy
• Monthly sponsored virtual lunch and Inbound Flight: We boost our hybrid work environment by connecting with colleagues from all over the world over lunch, and with the Inbound Flight we travel to different cultures, cherish uniqueness, and yet celebrate differences.
  
  

Imagine a workplace where you have the autonomy to work in a way that directly impacts the organization, shaping your career development, with a strong emphasis on transparency. That's what you'll find at Market Logic.

Enjoy the freedom to work remotely and align your work with your life.

Elevate your career and join us today!