Customer Success & Platform Growth Manager

Customer Success & Platform Growth Manager

Global

Remote-Work

Global Remote-Work Posted: May 18th 2026

GPI (Global Product Insights AG) , together with FlavorWiki , is seeking a commercially driven professional to help lead the commercial growth, market development, and customer success function of our next-generation sensory and consumer research software platform.

The platform is being deployed with enterprise clients as part of GPI’s next-generation sensory and consumer insights ecosystem. This role will help scale adoption, support commercial growth, and ensure the software evolves in alignment with real client needs and industry demand.

This role sits at the intersection of:

• Research innovation
• Technology workflow collaboration (together with CTO/Product Team)

The mandate is clear:

Drive commercial adoption with new and existing customers.

Translate client and market needs into scalable product development priorities.

Build a high-quality customer experience and support infrastructure around the platform.

This is a cross-functional commercial and customer success role. The ideal candidate combines strong communication and organizational skills with curiosity about research workflows, technology platforms, customer experience, and client engagement. The role requires someone who is comfortable interacting with enterprise clients and representing the company in professional industry environments.

Key Responsibilities

Commercial & Strategic Growth

• Support growth and adoption initiatives for existing sensory software customers
• Support sales efforts of prospective new customers and build relationships with new enterprise customers
  • Support expansion opportunities within existing client accounts
• Work closely with BD and commercial teams to position the platform in the market
• Support proposal development and strategic client discussions
• Identify new market opportunities, use cases, and commercial applications
• Contribute ideas around pricing, packaging, and go-to-market positioning

Client Success & Support

• Support and help coordinate the customer support and platform success function
• Coordinate with the support desk and operational teams
• Ensure strong onboarding, training, and adoption experiences for clients
• Help clients maximize value from the platform
• Monitor client feedback, issue trends, and satisfaction metrics
• Escalate and coordinate critical client or platform issues where necessary

Product & Platform Development

• Act as a bridge between clients, research teams, and technology teams
• Gather client feedback and market intelligence to guide platform priorities
• Collaborate with Product and Technology teams to prioritize customer-driven enhancements and workflow improvements

Industry & Market Engagement

• Maintain a deep understanding of trends in sensory science, consumer insights, and research technology
• Support webinars, client demonstrations, and selected industry events
• Support strategic client meetings and demonstrations
• Help position Global Product Insights and FlavorWiki as an innovation leader in AI-enabled research technology

Day-to-Day Responsibilities

• Conduct client discovery meetings and product demonstrations
• Identify customer pain points and workflow opportunities
• Support commercial pipeline development and conversion
• Coordinate with account and research teams on strategic opportunities

Product Coordination

• Work directly with technology teams on:
  • Product testing and validation
• Help communicate client workflows and business requirements for future platform capabilities
• Participate in product review and workflow discussions where relevant

Customer Success Operations

• Oversee inbound support workflows and ticket management
• Improve onboarding documentation and training materials
• Ensure timely resolution of customer issues
• Monitor adoption and engagement metrics

Cross-Functional Leadership

• Act as a strategic connector across:
  • Commercial teams
  • Research & insights teams
  • Product & technology teams
  • Operations & support functions
• Ensure alignment between customer needs, commercial priorities, and technical execution

Requirements

Experience

• 5+ years of experience in SaaS, research technology, customer success, consumer insights, sensory science, or related commercial roles preferred
• Experience working with enterprise clients and cross-functional teams
• Experience in customer success, platform commercialization, or product strategy preferred
• Experience in consumer insights, sensory science, research technology, or adjacent B2B SaaS environments is highly valued

Capabilities

• Strong commercial and relationship-building mindset
• Ability to understand customer workflows and communicate improvement opportunities clearly
• Understanding of research workflows and operational processes
• Experience working closely with software or technology development teams
• Ability to balance strategic thinking with hands-on execution

Skills

• Strong communication and stakeholder management
• Commercial prospecting and consultative selling
• Workflow and customer experience thinking
• Structured problem-solving
• High ownership mentality
• Ability to operate in a fast-scaling environment

Profile

• Strong commercial instincts combined with product thinking
• Ability to connect customer feedback with practical platform improvements
• Curiosity about research technology, AI, and workflow innovation
• Strong operational follow-through
• Comfort operating across multiple disciplines and teams
• Pragmatic and execution-oriented mindset
• Ability to work closely with both clients and technical teams

Success Metrics (6-12 Months)

• Strong customer onboarding and adoption metrics
• Improved support responsiveness and customer satisfaction
• Delivery of high-value product enhancements informed by client feedback
• Clear roadmap alignment between market demand and development priorities
• Strong cross-functional coordination between commercial, research, and technology teams

Compensation

• Annual cash compensation: Based on experience and seniority
• Performance bonus: Based on commercial growth and company objectives

Why Join GPI

• Help launch and scale a next-generation AI-enabled sensory research platform
• Work at the intersection of software, AI, consumer insights, and product innovation
• Collaborate with leading global brands and research organizations
• Join a fast-growing company building proprietary technology and data assets
• Play a defining role in shaping the future of sensory and consumer experience research

About GPI:

GPI (Global Product Insights AG) is transforming how companies understand and optimize product experience at scale.

Our AI-enabled platform combines real-world consumer behavior, sensory science, and structured product insights to help companies make faster, more confident innovation and commercialization decisions.