Appinio's People Team · 30.07.2025 · 12min read
At Appinio, our people are at the heart of everything we do, and no one embodies that spirit better than Iara, one of our Senior Customer Success Managers. In this month’s edition of Life at Appinio, we’re excited to spotlight Iara’s unique journey from Buenos Aires to Munich, and share what it really means to thrive as a Customer Success Manager here.
How it all started
Iara was born and raised in Buenos Aires, Argentina, where she attended a German school and completed both the Argentine and German Abitur.
“That early cross-cultural education sparked my interest in understanding people and societies from multiple perspectives,” she says.
After earning a degree in social sciences, she stepped into the world of qualitative and quantitative research, focusing on public opinion and consulting for NGOs and the public sector across Latin America. Over time, her path shifted toward consumer analytics and strategic consulting for the US and European markets, blending deep research insights with business impact.
“I’m naturally curious and always eager to challenge myself by stepping outside my comfort zone,” she shares. That mindset led her to Munich, a move that, as she puts it, “Was a pivotal moment in my personal development”
How did she find Appinio?
“Well, Appinio actually found me.” During a client dinner at the MRMW Conference in Berlin, a future colleague gave her a convincing pitch (let’s call it enthusiastic brainwashing). The pitch worked and a few months later, she joined the team.
What sealed the deal?
“What really attracted me to the CS role was the chance to work at the intersection of strategy, insights, and client relationships. I’ve always enjoyed translating business questions into actionable outcomes, and this role allows me to do exactly that.”
What stood out about Appinio was the pace, the mindset, and the people. From day one, curiosity and innovation were encouraged. She loved the hands-on culture and cross-team collaboration, where everyone rolls up their sleeves and contributes, regardless of title. “And let’s not forget the chance to work remotely. As an expat, that flexibility has truly been a game-changer.”
The journey so far
When Iara first joined Appinio, she stepped straight into managing some of our largest, long-term accounts in the pharma and healthcare sectors. From the beginning, she was trusted with high-impact clients and complex partnerships that let her dive deep and make a difference fast.
Over the past year and a half, her role has continued to grow. Now a Senior Customer Success Manager, she has taken on even more strategic initiatives and started mentoring new team members along the way. “It’s been a fast-paced and rewarding journey, and I’m excited about what’s ahead.”
Those first few months were intense but exciting. She was settling into a new role, being new within Pharma and the healthcare industry, while learning the ins and outs of Appinio’s clients, platform, solutions, and processes, all at once. Luckily, she already had a head start.
“I’d worked with Appinio on the client side before, so that definitely helped me get up to speed faster.”
Her onboarding experience was hands-on, flexible, and full of opportunities to explore and learn independently. Having her buddy, Amelie, by her side made all the difference.
Once she found her rhythm, some highlights came from stepping out from behind the screen: travelling to meet clients face-to-face, joining events, and running on-site workshops. But one memory stands out. “Being a remote-first company, it was amazing to connect with everyone in person and celebrate together at the global Appinio spring gathering in Hamburg.”
A broader perspective
Since joining, Iara’s perspective on Customer Success has grown broader than she ever imagined. “It’s a role that takes multitasking to a whole new level and no two days are ever the same.” Beyond managing projects and writing proposals, she’s now deeply involved in strategising with clients, planning accounts, running QBRs, hosting workshops, handling & negotiating renewals, pitching new methods, and staying up to speed with product updates.
So, what does a typical day look like for a Senior Customer Success Manager at Appinio?
“Every day is different,” Iara says. But there’s always a steady flow of emails, client calls, and check-ins with teams across the company. Close cross-team collaboration is at the heart of it all, working hand in hand with Sales, Research Consultants, and the Product team to make sure clients get exceptional service and client experience.
At the end of the day, that’s what Iara loves most: the people.
“Building strong partnerships with my clients and spending time with my colleagues, whether we’re working remotely or catching up in the Munich office, that’s what I enjoy most.”
The flexibility and independence, combined with a culture of open communication, make each day feel impactful and fresh.
Her goal is always the same: to help clients turn complex business questions into actionable insights and empower them to achieve their goals.“I’m a big believer in data-driven decision-making, and I want to make sure our clients have the best experience possible along the way.”
Switching sides
From being the client to now working alongside them has given Iara a unique advantage. “Having been on both sides, I really appreciate the different perspectives each role brings.” On the client side, she was the expert in her field, focused on long-term priorities and driving strategy with an insider’s lens. On the agency side, she’s found the consulting piece especially rewarding.
“Working across so many clients and industries brings incredible variety and constant learning opportunities.” She’s also gained a new appreciation for what happens behind the scenes and all the work that goes into developing new features and keeping the product fresh. “Having worked with multiple agencies myself, I understand exactly what our clients need and the pressures they’re under.”
Lessons learned
Along the way, Iara has picked up plenty of lessons, but one stands out above the rest. “One of the biggest learnings has been embracing the constant context-switching that comes with this role.” Juggling multiple clients, shifting priorities, forecasting, and collaborating internally has taught her to adapt fast, communicate clearly, and always know what to tackle first.
Team culture
For Iara, the Customer Success team culture is something special and a big reason she loves what she does. “The DACH CS team is full of strong, supportive team members and its amazing to be a part of that” she says. But it’s more than that. The CS team is full of smart, genuine people who share knowledge freely, lift each other up, and jump in to help whenever needed. Open communication and collaboration aren’t just encouraged; they’re part of daily life.
Of course, there’s room for fun too. One of Iara’s favourite team rituals is their Friday “connect question” session. “It’s just ten minutes where everyone answers a fun, or sometimes surprisingly deep, question. It’s a lighthearted way to end the week and stay connected.”
Advice and looking ahead
When asked what advice she’d give to anyone thinking about joining Appinio’s Customer Success team, Iara says. “You really need to be customer-centric and proactive. Having a background in market research definitely helps, but just as important is having, or being ready to build, a strong commercial mindset.”
Looking ahead, she’s energised by what’s to come, both for herself and the team around her. “I’m excited to keep supporting Appinio’s growth and our commitment to innovation and thought leadership, especially in an industry that’s facing big challenges. There’s so much more ahead.”
If you’re inspired by Iara’s story and want to be part of the journey, check out our Careers Page to see our open roles in Customer Success. We’re always on the lookout for new talent to join the team.
