Customer Success Manager

About us:

Toluna is the global research and insights leader that enables businesses to make smarter, data-driven decisions - faster. For 25 years, we have partnered with the world's leading brands, delivering transformative impact through our advanced technology platform, comprehensive solution portfolio, expansive global first-party panel, and world-class team of leading research experts. Since 2019, we've made significant investments in artificial intelligence to enhance automation, accelerate insight delivery, and unlock deeper understanding at scale. With 40+ offices worldwide, Toluna operates in 70+ countries, redefining the future of insights. Learn more at

Introduction:

As a Customer Success Manager, you'll be the trusted advisor and primary point of contact for our clients post-sale. You will ensure they derive maximum value from our end-to-end market research platform Toluna Start, facilitate onboarding and training, proactively manage relationships, and drive renewals and upsells. You'll need to understand the research and data ecosystem, be comfortable working with a range of stakeholders, and be passionate about delivering a great customer experience.

Responsibilities:

• Client onboarding, training & support:

Lead seamless onboarding processes, ensuring clients are set up for long-term success and adoption of Toluna Start platform.

Conduct training sessions, webinars, and check-ins to ensure users are confident and efficient in using the platform.

On-going account support for end-clients using Toluna Start in 'do it yourself'.

• Platform Expertise:

Become an expert of Toluna Start platform, and guide clients on best practices and new use cases.

• Account management:

Maintain and grow relationships with a portfolio of strategic accounts.

Monitor account growth with goal of increasing credit spend and platform usage.

Proactively contact & train clients on new products/enhancements.

Monitor client health, identify risks early, and proactively take action to resolve. issues that may lead to churn.

Routinely review client's programming to ensure best practices are met and implemented.

• Cross-functional Collaboration:

Work closely with the research, sales, product, client service and support teams to deliver cohesive and high-value client experience.

Be the voice of the customer: gather client feedback and share insights with the product team to help shape the platform's roadmap and user experience.

Your Profile:

• 2-3 years of experience in a customer success, account management, or consulting role, ideally in B2B SaaS or a research/data platform.
• Native Italian speaker required with excellent English proficiency (both written and spoken) to ensure effective communication in an international environment.
• Excellent communication, presentation, and stakeholder management skills. Demonstrates patience and willingness to help clients learn and develop together.
• Comfortable working across multiple levels in their key accounts, from day-to-day user to C-level
• Proven success managing and growing complex client relationships.
• Highly organized with a proactive mindset and strong problem-solving skills.
• Good understanding of research, data analytics, or insights-driven decision-making processes.
• Knowledge of data visualization or Power BI is a plus.

Our Values:

Acting with Ownership- Demonstrating individual accountability

Bringing a forward mindset- Being action-oriented, bold and entrepreneurial

Collaborating with Curiosity- Exhibiting teamwork through togetherness

Discussing openly, committing jointly- Sharing your views openly

Embracing empathy- Being egoless & caring

What we Offer:

At Toluna, we're all about creating a welcoming, diverse workplace where everyone can thrive. We offer competitive pay, great benefits, and plenty of opportunities to grow within our global team. Inclusion and respect are at the heart of what we do. Our community connects over 72 million people across 70 countries. If you're passionate about making an impact, we'd love to have you on board.

Other benefits:

Medical/Health insurance

Meal ticket vouchers

22 days of annual leave

Join our global team. We welcome big thinking and reward great work.