Associate Customer Success Manager - DACH

As AI reshapes how consumers search, discover, and choose brands, Trustpilot’s unique dataset of authentic human sentiment is becoming increasingly critical. We are uniquely positioned to define how trust and reputation function in an AI-driven digital economy and we’re building an inclusive environment where curious, ambitious people can do the best work of their careers.

As an Associate Customer Success Manager, you will support a portfolio of small business and lower-tier plan customers to ensure they onboard successfully, adopt Trustpilot effectively, and achieve measurable value from the platform. You will be accountable for driving strong Business Adoption and Gross Renewal Rate (GRR) within a structured, high-volume portfolio, with Net Promoter Score (NPS) tracked as a key measure of customer experience and satisfaction. Following defined playbooks and processes, you’ll deliver consistent, repeatable customer success outcomes while developing your capability to manage more complex portfolios over time.

What you'll be doing:

• Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and laying a strong foundation for long-term product adoption.
• Drive measurable Business Adoption across your customer portfolio to deliver tangible business results.
• 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 primary line of contact for customer issues related to onboarding, usage, or product value, while smoothly escalating commercial or billing matters to the Account Manager.
• Partner closely with Marketing to identify case study, testimonial, and reference opportunities among successful customers.
• Collaborate with Product to share structured customer feedback and actionable insights that help inform future roadmap improvements.
• Maintain accurate health metrics, account notes, and success plans in the CRM for complete portfolio visibility.

Who you are:

• Fluent in both German and English (spoken and written).
• You have some initial experience (1–2 years, internships, or working student roles) in a customer-facing environment—whether that's customer support, account management, sales, or even hospitality/retail. First experience in a fast-paced tech or SaaS environment is a big plus!
• You are eager to work directly with customers. You have a high degree of empathy and genuinely get energized by helping people solve problems and achieve their goals.
• Tech-savvy and curious. You don't need to be an engineer, but you should feel confident learning new software quickly and guiding customers through basic setups.
• An analytical mindset. You aren't afraid of numbers and are eager to learn how to use data and metrics (like NPS or renewal rates) to spot trends and customer needs.
• Highly organized and structured. Since you will be managing a high-volume portfolio of small businesses, you know how to prioritize your day, manage your time, and keep track of details.
• A collaborative team player. You look forward to learning from and working cross-functionally with Account Managers, Product, and Marketing teams.
• A growth mindset. You are coachable, open to feedback, and excited to develop your career in Customer Success.
• Nice to have: A basic understanding of the digital advertising or search marketing industry.

What’s in it for you:

• Competitive compensation package + bonus
• Company Pension Scheme with a 4% of gross salary employer contribution (no matching required). 
• 20 days holiday with an additional 8 days after 6 months of continuous 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
• Benefit-in-kind of 44€ a month, which can be used for a range of purposes such as private healthcare, accommodation, a company car, a gym membership, an interest-free loan, travel expenses, or any other expense 
• Health benefit of 50€ a month which you can use to spend on anything that supports positive health
• 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
• Prime location with stunning views of the Alster in a brand-new office space

Still unsure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet every single requirement, we'd still really love to hear from you!

#LI-JS1