Job description
We have a world class agile market research platform. We help brands rewire their traditional ad & innovation development processes with insights early, often & connected to create a learning loop. The result? They get smarter over time. Insights teams have more impact. Brands launch better ads & products.
So how do we do it?
Our platform provides access to actionable, quick and smart insights to amplify creative effectiveness and shape winning innovation, empowering creators with the agility and the data they need to make better decisions about the ads and innovation they take to market.
Through working with some of the biggest brands in the world, we’ve built technology that lets our customers see their product innovations and advertising ideas through their consumers’ eyes so they can quickly iterate, optimize, validate and learn — increasing their chances of in-market success.
The role:
As we continue to scale our partnerships, we’re looking for a Senior Customer Success Manager to support one of our most significant and complex global clients — a long-standing, highly engaged organisation that sees Zappi as a critical partner in their research transformation.
This isn’t a typical portfolio-based CS role. You’ll be embedded in a deep, strategic relationship spanning 100+ individual stakeholders across 50 business units in the UK, EMEA, and MENA regions. These business units are engaged, curious, and invested in innovation - they love what Zappi does and want to push the boundaries of what’s possible.
In this high-visibility role, you’ll be a trusted advisor and strategic connector, working across multiple regions, teams, and platforms. You’ll help drive global strategy and ensure that what our client is asking for is well communicated back into Zappi’s product, enablement, and delivery teams.
You’ll be empowered to shape how this partnership evolves with the freedom to be creative, the opportunity to work closely with senior stakeholders, and the chance to drive innovation across one of Zappi’s most successful accounts. You’ll be at the center of a collaborative, forward-thinking CS team that takes pride in making our clients look great and driving real business value.
What You’ll Be Doing:
Strategic Relationship Management
- 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.
Global Strategy Execution
- 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.
Advanced Research & Insights Guidance
- 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.
Cross-functional Collaboration
- 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.
Problem Solving & Value Delivery
- 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
What We’re Looking For:
- 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.
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
Why join us?
We’ve been recognized as one of the hottest martech companies in 2022 by Business Insider and named Best Place to Work by Quirk’s Media for our engaging and inclusive workplace culture. We’re committed to both people and the planet.
Our belief in inclusion means we’re building an organisation of diverse individuals and helping brands eliminate cultural presumptions in their research. Read our Diversity Manifesto here.
We are a values and behaviours driven business and believe that Trust, Truth, Ownership, Ambition and Humility describe Zappi employees on our best day. This is how we strive to show up for our customers, for each other and for our communities.
Earning B Corp certification assures us we’re on the right track and have structures in place to become the business we want to be.
Our commitment to minimise our impact on the environment means being honest with ourselves and transparent with you—about everything from carbon emissions to tree-planting initiatives. We achieved our goal of becoming Net Zero in 2021!
Zappi Company Culture Highlights
- Winner of Comparably’s Award for Best Company for Women 2022
- Winner of Comparably’s Award for Best Company Work-Life Balance 2022
- Winner of Comparably’s Award for Best Company Compensation 2022
- Winner of Comparably’s Award for Best CEO for Women 2022
- Winner of Comparably’s Award for Best Company for Diversity 2022
- Winner of Comparably’s Award for Best Company Culture 2022
- Winner of Comparably’s Award for Best CEO 2022
- Winner of Comparably’s Award for Best Happiness 2022
- Winner of Comparably’s Award for Best Leadership Teams 2023
- Winner of Comparably’s Award for Best CEOs for Diversity 2023
- Winner of Comparably’s Award for Best Engineering Teams 2023
- Winner of Comparably’s Award for Best Company Outlook 2023
- Winner of Newsweek’s Top 100 Most Loved Workplaces in the UK 2022 & 2023
- Recognised by Fast Company’s Best Workplaces for Innovators 2023
- Winner of Best Marketing Insights Platform in the MarTech Breakthrough Awards 2023 & 2024
Equal Opportunity
Zappi is an equal opportunity employer; our diversity is a major strength. We are committed to providing equal opportunities for all individuals, regardless of their race, gender, sexual orientation, disability, or any other characteristic protected by applicable laws.
We believe that a diverse and inclusive workforce fosters innovation, creativity, and success. Our hiring decisions are based solely on merit, qualifications, and abilities, ensuring fairness and equity throughout our recruitment process. We welcome applications from all backgrounds and encourage candidates from underrepresented groups to apply. Join our team and contribute to an inclusive environment where everyone’s unique perspectives and talents are valued and respected.
