Enterprise Customer Success Manager - Benelux

Trustpilot; Dublin; On-site; EUR 60,000 - 80,000; Full time

Benefits offered by this job

Competitive compensation package + bonus

20 holiday days plus 5 extra days after one year

2 paid volunteering days a year

Rich learning and development opportunities

Full access to mindfulness app Headspace

Friendly office environment with amenities

Job summary

Trustpilot is looking for an Enterprise Customer Success Manager in Dublin, Ireland. This role focuses on high-tier accounts and involves leading onboarding, driving product adoption, and ensuring customer satisfaction. Ideal candidates will be fluent in Dutch/Flemish and proficient in English, with experience in Customer Success or Account Management in a SaaS environment. Benefits include a competitive salary, generous holiday days, volunteering opportunities, and access to wellness resources.

Qualifications

• Strong experience in Customer Success or Account Management in a SaaS or technology environment.
• Good understanding of digital advertising/search marketing industry preferred.
• Proven ability to drive product adoption, customer satisfaction, and retention.

Responsibilities

• Lead post-sale alignment and onboarding for high-tier accounts.
• Translate technical usage data into compelling ROI narratives.
• Drive customer satisfaction and achieve strong Net Promoter Score.

Skills

Fluent in Dutch/Flemish

Proficient in English

Customer Success experience

Account Management experience

Data interpretation

Communication skills

Relationship-building skills

Job description

As an Enterprise Customer Success Manager, you are the ultimate value owner and strategic partner for Trustpilot’s highest-tier, most complex accounts for the Benelux market. This role is based in our Amsterdam office, where our Dutch team is located onsite. In this role, you move beyond tactical management to become a trusted advisor, ensuring that Trustpilot is deeply embedded in the customer’s long-term business strategy and digital ecosystem.

Your mission is to architect success for your portfolio – from onboarding and adoption to measurable results and advocacy – by translating complex business challenges into measurable product value. You are responsible for driving high‑impact adoption and securing long‑term retention through executive-level partnership and a deep understanding of the digital landscape.

What you’ll be doing:

• Lead high-stakes, post-sale alignment and executive onboarding for high-tier accounts. You ensure a smooth handover from New Business and a strong foundation for adoption, while establishing a multi-level relationship map that secures strategic buy‑in from the outset.
• Proactively translate technical usage data into compelling ROI narratives. You understand and demonstrate how Trustpilot influences every stage of the digital marketing funnel from driving top‑of‑funnel traffic to increasing bottom‑of‑funnel conversion and long‑term brand advocacy.
• Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
• Own customer health, proactively identifying risks and executing recovery actions to maintain high GRR.
• Own the holistic health of your portfolio. You don't just execute playbooks; you design bespoke success plans to mitigate complex churn risks and identify strategic growth opportunities.
• Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
• Serve as the primary executive contact for high-tier accounts, bridging the gap between customer business needs and Trustpilot’s Leadership; you will diagnose complex product value or onboarding issues while strategically triaging commercial matters to Account Managers to ensure a seamless partnership.
• Synthesize high-tier customer needs into structured insights that inform our global product roadmap, ensuring Trustpilot evolves alongside the most sophisticated players in the market.
• You identify systemic bottlenecks in the CS workflow and propose global improvements that elevate the performance of the entire CS organization.

Who you are:

• Fluent in Dutch/Flemish and proficient in English.
• You have strong experience in Customer Success or Account Management in a SaaS or technology environment.
• A good understanding of the digital advertising/search marketing industry – preferred.
• Proven ability to drive product adoption, customer satisfaction (NPS), and retention results through strategic intervention.
• You have a solution‑seeking mindset and demonstrate high agency while proactively optimize internal workflows to maintain team momentum.
• You bring strong communication and relationship‑building skills across multiple stakeholder levels.
• A genuine passion for helping customers succeed and seeing measurable business impact.
• Advanced proficiency in data interpretation; identifies and acts upon complex trends to secure portfolio health and growth.
• You are ready to act as a thought leader and are a collaborative team player who enjoys working with Account Managers, Product, and Marketing.
• Exceptional organisation skills within high‑volume settings; focuses energy on systemic value and long‑term results.

What’s in it for you:

• Competitive compensation package + bonus
• 20 holiday days plus 5 extra holiday days after one year of 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
• 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
• A friendly, fun and small office with Nintendo switch, a popcorn machine, coffee machine and tea with a mini ping pong table

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.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.