Customer Success Manager - DACH

Trustpilot; München; Vor Ort; EUR 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Competitive compensation package + bonus

20 days holiday, 8 additional days after 6 months

Paid volunteering days

Learning and development opportunities

Benefit-in-kind of 44€ per month

Health benefit of 50€ per month

Mindfulness app access

New office space with views

Zusammenfassung

Trustpilot is seeking a Customer Success Manager for our Hamburg office to ensure customers achieve success. You will lead onboarding processes, drive business adoption, and maintain customer health throughout the relationship.

Your role requires fluency in German and proficiency in English, along with experience in customer success within SaaS. Competitive salary, bonuses, and excellent benefits are offered.

Qualifikationen

• Fluent in German and proficient in English.
• Experience in customer success or account management in a SaaS environment.
• Ability to drive product adoption and customer satisfaction.

Aufgaben

• Lead post-sale onboarding and setup for customers.
• Drive measurable business adoption and customer satisfaction.
• Manage customer health and address risks proactively.

Kenntnisse

Fluent in German

Proficient in English

Customer success experience

Account management experience

Technical confidence

Strong communication skills

Data analysis skills

Organizational skills

Digital marketing understanding

Collaborative teamwork

Jobbeschreibung

As a Customer Success Manager, you are the value owner and trusted advisor for your portfolio of customers within the German market. You ensure every customer achieves success with Trustpilot - from onboarding and adoption to measurable results and advocacy. Your mission is to maximize product adoption, strengthen customer health, and reduce churn, ensuring customers realize ongoing value and remain engaged, satisfied partners.

This role is based in our Hamburg office, where our German team is located.

What you'll be doing:

• Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption. This results in a high business adoption
• Drive measurable Business Adoption across your customer portfolio to deliver tangible value for our customers.
• Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively, in collaboration with our Account Managers.
• Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).
• Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
• Act as the first line for customer issues related to onboarding, usage, or product value.
• Partner with Marketing to identify case study, testimonial, and reference opportunities.
• Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.
• Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.

Who you are:

• Fluent in German and proficient in English
• You have prior experience in customer success, account management, roles in a SaaS or technology environment.
• Proven ability to drive product adoption, customer satisfaction (NPS), and retention results.
• You are technically confident and able to guide customers through setup, usage, and best practices.
• Strong communication skills across multiple stakeholder levels. You are adept at building trust and asking the key questions that uncover a customers underlying business needs.
• You are highly organized with a proven ability to manage a large portfolio (Mid-Market) with excellent follow-through and attention to detail. You use data to identify trends and risks before they escalates.
• You possess a solid understanding of the digital marketing funnel and search marketing landscape and are curious about the digital world.
• A genuine passion for helping customers succeed and seeing measurable business impact.
• You are a collaborative team player who enjoys working cross-collaborative with Account Managers, Product, and Marketing to deliver customer value.
• You proactively identify and resolve challenges; like to act as a "bridge" to help the team overcome roadblocks and help to elevate peer performance.
• Comfortable working with data and insights to identify trends, risks, and opportunities.

What’s in it for you:

• Competitive compensation package + bonus
• 20 days holiday with an additional 8 days after 6 months of continuous employment
• 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist
• Benefit-in-kind of 44€ a month, which can be used for a range of purposes such as private healthcare, accommodation, a company car, a gym membership, an interest-free loan, travel expenses, or any other expense
• Health benefit of 50€ a month which you can use to spend on anything that supports positive health
• Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan
• Prime location with stunning views of the Alster in a brand-new office space

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.

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If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team ([e-mail]).