Trustpilot
CustomerSuccessManager-DACH
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager - DACH at Trustpilot. Skills: Customer Success Management, Value Ownership, Trusted Advisor, Product Adoption, Customer Health, Churn Reduction, Customer Satisfaction, Customer Advocacy. Lead post-sale onboarding and setup. Drive measurable Business Adoption across customer portfolio”
What You'll Achieve.
Maximize product adoption; Strengthen customer health; Reduce churn; Ensure customers realize ongoing value and remain engaged, satisfied partners; High business adoption; Achieve high Gross Renewal Rate (GRR); Maintain high Gross Renewal Rates (GRR); Achieve Net Promoter Score (NPS) results across your portfolio
Industry & Context.
Proactively identify and resolve issues; Use data to identify trends and risks before they escalate; Asking the key questions that uncover a customer's underlying business needs
What They're Looking For.
Must Have
Fluent in German, Proficient in English, 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, Technically confident and able to guide customers through setup, usage, and best practices, Communication skills across multiple stakeholder levels, Adept at building trust and asking the key questions that uncover a customer's underlying business needs, Highly organized with a proven ability to manage a large portfolio (Mid-Market) with excellent follow-through and attention to detail, Use data to identify trends and risks before they escalate, Solid understanding of the digital marketing funnel and search marketing landscape, Curious about the digital world, Genuine passion for helping customers succeed and seeing measurable business impact, Collaborative team player who enjoys working cross-collaborative with Account Managers, Product, and Marketing to deliver customer value, Proactively identify and resolve issues, Comfortable working with data and insights to identify trends, risks, and opportunities
Nice to Have
Experience with X, Knowledge of X, Proficient in X, Familiar with X, X experience required
What You'll Do.
Lead post-sale onboarding and setup
Drive measurable Business Adoption across customer portfolio
Achieve high Gross Renewal Rate (GRR)
Maintain customer health
Address risks proactively
Proactively identifying risks
Executing recovery actions
Drive customer satisfaction and advocacy
Act as the first line for customer issues related to onboarding
Partner with Marketing to identify case study
and reference opportunities
Collaborate with Product to share structured customer feedback and insights
Maintain accurate health metrics
and success plans in CRM
How You'll Work.
Team & Collaboration
Collaborate with Account Managers; Collaborate with Product; Collaborate with Marketing; Work cross-collaborative with Account Managers, Product, and Marketing
Communication Scope
Communication skills across multiple stakeholder levels
Full Job Description
At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust! 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. 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. P
Applying for this Customer Success Manager - DACH role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Trustpilot?
Real rants from real employees. Read before you apply.