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Trustpilot is a profitable, high-growth FTSE-250 company and the world's largest open customer review platform. As an Account Manager for the DACH market, you will own and grow a defined portfolio of existing Mid Market customers, acting as the commercial owner of each relationship.
You will identify value drivers for customers, establish joint business goals and KPIs, drive renewals, execute account expansions, and position Trustpilot as a long-term strategic partner. You will combine commercial acumen with relationship depth, collaborating closely with Customer Success Managers to ensure adoption, satisfaction, and sustainable revenue growth. You are accountable for contributing to strong Gross Renewal Rate (GRR) and Net Revenue Retention (NRR) results through defined renewal processes, Salesforce accuracy, and supporting customers to achieve measurable value.
Key responsibilities include: owning your Book of Business and expanding revenue; identifying customer goals and drivers to derive Trustpilot value propositions; setting up joint business goals and KPIs; strategically understanding customer situations, goals, and challenges; owning the end-to-end renewal process for high GRR and predictable retention; driving portfolio expansion through upsell and cross-sell for strong NRR; building and maintaining detailed account plans, stakeholder maps, and accurate forecasts in Salesforce; leading commercial and strategic conversations including business reviews and contract discussions; partnering with Customer Success, Marketing, and Product teams; and ensuring accurate data, forecasting discipline, and pipeline visibility.
Trustpilot operates the world's largest open customer review platform with over 350 million reviews and 60 million monthly active users. The company is headquartered in Copenhagen with operations across Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan, and New York, employing over 1,000 people globally.
Requirements:
- Native-level German and strong professional English language skills (required)
- Experience in account management, expansions, renewals, or similar customer-facing role within a SaaS or subscription-based company
- Focus on customer goals and value generation; value-based thinking and selling approach
- Strong understanding of financial metrics: P&Ls, retention, NRR, upsell, and cross-sell motions
- Solid commercial awareness with ability to link product value to customer outcomes
- Skilled at managing large portfolios and maintaining accurate account data in CRM systems
- Excellent communication, stakeholder management, and negotiation skills
- Comfortable analyzing account performance data and forecasting renewals
- Ability to work cross-functionally in a fast-moving, target-driven environment
- Understanding of the digital advertising/search marketing industry (preferred)
