Customer Success Manager

Summary

Join Zappi as a Senior Customer Success Manager to build and maintain a strategic relationship with a major global client. You will act as the primary point of contact for 100+ stakeholders across 50 business units, providing expert guidance on market research methodologies and aligning platform capabilities with client goals. This role requires strong communication, relationship-building, and cross-functional collaboration skills. You will be empowered to shape the partnership's evolution and drive innovation. The position offers a high-visibility opportunity to work with senior stakeholders and contribute to the success of one of Zappi's most significant accounts. Zappi offers a collaborative and forward-thinking environment.

Requirements

• 6+ years’ experience in customer success, account management, or strategic client services within the market research, SaaS, or insights industry
• Deep understanding of market research fundamentals — from norms and stat testing to sample design and audience insights
• Comfortable managing complex, global stakeholder networks and working across organisational layers
• Proven ability to be proactive, organised, and resilient in navigating complexity and ambiguity
• Strong track record of collaborating across functions and influencing internal and external stakeholders
• Exceptional communication and relationship-building skills — able to present and engage credibly with senior research leaders and C-suite executives
• Demonstrated ability to think strategically while executing tactically
• Passionate about delivering value, building trust, and continuously improving the client experience

Responsibilities

• Act as the primary point of contact for a large, matrixed global account - engaging stakeholders across regions and levels, including senior insights leaders and occasional C-suite
• Build strong, trust-based relationships that position you as a true strategic partner
• Foster lasting engagement and alignment across 50+ business units with varying goals and needs
• Align platform capabilities with client goals at both the local and global level
• Coordinate planning, communication, and strategic rollout across multiple regions
• Ensure requests from business units are timed, prioritised, and communicated effectively across Zappi teams
• Provide credible, expert-level guidance on market research methodologies — including sampling, norms, stat testing, and study design
• Help stakeholders across all levels understand how to get the most value from Zappi’s platform for their research needs
• Act as a critical bridge between research execution and strategic business outcomes
• Collaborate closely with internal teams — including Product, Customer Enablement, Operations, and Platform — to deliver the right solutions at the right time
• Represent the voice of the customer internally, ensuring Zappi remains responsive, innovative, and aligned with client needs
• Proactively identify challenges, uncover opportunities, and work creatively to solve complex problems
• Balance competing priorities while maintaining focus on long-term impact and client success
• Be resilient and composed in high-pressure situations, always keeping the client’s goals in view

Benefits

• Salary range £50-55K base salary + 20% annual commission variable. Salaries are benchmarked annually
• Three company-paid mental health day of rest every year (these are pre-scheduled, so the entire company can take the same days off regularly to reset)
• Unlimited holidays – we want well rested and motivated teams so encourage people to take plenty of time off. We don’t cap your allowance, but do set a minimum of at least 20 days per year plus national holidays
• Private medical healthcare cover
• Group risk, life & disability contributions
• Flexible working arrangements, including remote (unless otherwise specified)
• Thoughtfully designed offices to support both individual work and collaboration without interrupting others
• Support setting up your home office, if appropriate (chair + desk, etc)
• Wellbeing benefits such as free yoga and access to trained therapists / counsellors
• Enhanced parental leave policies
• Tailored personal development through training allowances, coaching, mentorship and career frameworks