Customer Success Manager

As a Customer Success Manager (CSM) you will act as a strategic partner to our clients ensuring they achieve maximum value from our solutions while driving commercial growth and maintaining high client satisfaction. You will be responsible for the client relationship from the onboarding phase through to renewal. This includes providing insights to drive action for our clients. This role requires a solid understanding of FMCG manufacturers and ecommerce. You must thrive in a high-paced environment and be organised and driven.

1. Client Partnership & Thought Leadership

• Build and maintain strong strategic relationships with clients by developing stakeholder maps identifying white spaces and extending your contact network.
• Develop measurable use cases for clients using the context actions outcome framework ensuring alignment with their goals.
• Drive thought leadership initiatives including global webinars LinkedIn posts workshops and other content-driven strategies to position the company as a trusted partner.

2. Commercial Success

• Achieve a 20% upsell target for your portfolio by proactively identifying opportunities and engaging clients with innovative solutions.
• Develop account growth plans stakeholder maps and renewal strategies ensuring updates are provided to leadership bi-annually.

3. Operational Excellence

• Lead the co-creation of client roadmaps ensuring timelines are met and revisited throughout the year to accommodate changes.
• Oversee the accurate and timely documentation of client information and files in interal systems e.g. Dynamics.

4. Innovation & Continuous Improvement

• Influence improvement opportunities for tools or processes collaborating with cross-functional teams.

Qualifications :

• Experience: Minimum of 2 years in customer success account management or a related client-facing role.
• Skills: Strong analytical strategic planning and communication skills. Ability to manage complex client portfolios and identify growth opportunities.
• Technology: Proficiency in CRM systems (e.g. Dynamics Skalin) and data analysis tools.
• Client-Centric Approach: A deep commitment to client success with a proactive and solution-oriented mindset.
• Attitude: Autonomous looking for new challenges and accompanying the exploding e-commerce market is a real motivation for you

Additional Information :

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process including résumé screening candidate assessments interview scheduling job matching communication support and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQs principles of fairness transparency human oversight and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions require accommodations or wish to request human review were permitted by law please contact your local HR representative. For more information please visit NIQs AI Safety Policies and Guiding Principles: NIQ

NIQ is the worlds leading consumer intelligence company delivering the most complete understanding of consumer buying behavior and revealing new pathways to 2023 NIQ combined with GfK bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.

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Our commitment to Diversity Equity and Inclusion

At NIQ we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability genetic information marital status veteran status or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion please visit the  Work :

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Employment Type :

Full-time