Senior Customer Success Manager - DACH

The role

You will act as a value owner and trusted advisor for a portfolio of customers in the German market. You will maximize product adoption, strengthen customer health, and reduce churn to ensure customers realize ongoing value.

What you will do

• Lead high-stakes post-sale alignment for premium plan accounts.
• Establish multi-level relationship maps and secure strategic executive buy-in.
• Translate technical usage data into ROI narratives.
• Communicate value in Business Reviews according to the customer journey.
• Own the holistic health and Gross Renewal Rate of the portfolio.
• Engineer bespoke success plans to mitigate churn and identify growth opportunities.
• Serve as the primary consultant for accounts.
• Synthesize customer requirements into insights for the Global Product Roadmap.
• Maintain portfolio hygiene in CRM and Success Plans.
• Propose and implement global improvements to the CS workflow.

Required qualifications

• Native-level German
• Strong professional English language skills
• Strong experience in Customer Success and/or Account Management in a SaaS or technology environment
• Proven ability to drive product adoption, customer satisfaction (NPS), and retention results
• Solution-seeking mindset and high agency
• Strong communication and relationship-building skills across multiple stakeholder levels
• Advanced proficiency in data interpretation
• Exceptional organisation skills within high-volume settings

Nice to have

• A good understanding of the digital advertising/search marketing industry

Benefits

• Competitive compensation package + bonus
• Company Pension Scheme with a 4% of gross salary employer contribution
• 20 days holiday with an additional 8 days after 6 months of continuous employment
• 2 paid volunteering days a year
• Learning and development opportunities through Trustpilot Academy and Blinkist
• Benefit-in-kind of 44€ a month for purposes such as private healthcare, accommodation, company car, gym membership, interest-free loan, or travel expenses
• Health benefit of 50€ a month
• Full access to Headspace
• Access to a 24/7 Employee Assistance Plan
• Office with views of the Alster

About the company

Trustpilot is a profitable, high-growth FTSE-250 company that runs the world's largest open customer review platform. The company is headquartered in Copenhagen with operations in multiple global locations.