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Trustpilot is a profitable, high-growth FTSE-250 company operating the world's largest open customer review platform. As AI reshapes consumer search and discovery, Trustpilot's dataset of authentic human sentiment is becoming increasingly critical to how trust and reputation function in an AI-driven digital economy.
As a Senior Customer Success Manager for the DACH region, you will be the value owner and trusted advisor for a portfolio of premium-plan customers in the German market. Your mission is to maximize product adoption, strengthen customer health, and reduce churn, ensuring customers realize ongoing value and remain engaged, satisfied partners.
Key responsibilities include:
• Lead high-stakes post-sale alignment for premium accounts, establishing multi-level relationship maps and securing strategic executive buy-in from day one through documented mutual success plans that drive momentum during onboarding.
• Proactively translate technical usage data into compelling ROI narratives, demonstrating how Trustpilot influences every stage of the marketing funnel from top-of-funnel traffic to bottom-of-funnel conversion and long-term brand advocacy. Communicate insights through Business Reviews aligned with customer journey and plan tier.
• Own the holistic health and Gross Renewal Rate (GRR) of your portfolio. Engineer bespoke success plans to mitigate complex churn risks and proactively identify growth opportunities in collaboration with commercial Account Managers.
• Serve as the primary consultant for your accounts, uncovering deep-seated needs while strategically triaging commercial or billing matters to Account Managers.
• Synthesize complex customer requirements into structured, high-impact insights for the Global Product Roadmap, ensuring Trustpilot evolves alongside the market's most sophisticated players.
• Maintain rigorous portfolio hygiene (CRM/Success Plans) and identify systemic bottlenecks in CS workflow. Propose and help implement global improvements that elevate performance and scalability of the entire CS organization.
Requirements:
• Native-level German and strong professional English language skills (required for Hamburg office role)
• Strong experience in Customer Success and/or Account Management in a SaaS or technology environment
• 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
• Solution-seeking mindset with high agency; proactively optimize internal workflows to maintain team momentum
• Strong communication and relationship-building skills across multiple stakeholder levels
• Genuine passion for helping customers succeed and seeing measurable business impact
• Advanced proficiency in data interpretation; ability to identify and act upon complex trends to secure portfolio health and growth
• Thought leadership capability and collaborative team player who enjoys working with Account Managers, Product, and Marketing
• Exceptional organization skills in high-volume settings; ability to focus energy on systemic value and long-term results
