Enterprise Customer Success Manager - Benelux

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 open customer 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 an Enterprise Customer Success Manager, you are the ultimate value owner and strategic partner for Trustpilot’s highest-tier, most complex accounts for the Benelux market. This role is based in our Amsterdam office, where our Dutch team is located onsite. In this role, you move beyond tactical management to become a trusted advisor, ensuring that Trustpilot is deeply embedded in the customer’s long-term business strategy and digital ecosystem.Your mission is to architect success for your portfolio - from onboarding and adoption to measurable results and advocacy - by translating complex business challenges into measurable product value. You are responsible for driving high-impact adoption and securing long-term retention through executive-level partnership and a deep understanding of the digital landscape. What you'll be doing: • Lead high-stakes, post-sale alignment and executive onboarding for high-tier accounts. You ensure a smooth handover from New Business and a strong foundation for adoption, while establishing a multi-level relationship map that secures strategic buy-in from the outset. • Proactively translate technical usage data into compelling ROI narratives. You understand and demonstrate how Trustpilot influences every stage of the digital marketing funnel from driving top-of-funnel traffic to increasing bottom-of-funnel conversion and long-term brand advocacy. • Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively. • Own customer health, proactively identifying risks and executing recovery actions to maintain high GRR. • Own the holistic health of your portfolio. You don't just execute playbooks; you design bespoke success plans to mitigate complex churn risks and identify strategic growth opportunities. • Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio. • Serve as the primary executive contact for high-tier accounts, bridging the gap between customer business needs and Trustpilot’s Leadership; you will diagnose complex product value or onboarding issues while strategically triaging commercial matters to Account Managers to ensure a seamless partnership. • Synthesize high-tier customer needs into structured insights that inform our global product roadmap, ensuring Trustpilot evolves alongside the most sophisticated players in the market. • You identify systemic bottlenecks in the CS workflow and propose global improvements that elevate the performance of the entire CS organization. Who you are: • Fluent in Dutch/Flemish and proficient in English. • You have strong experience in Customer Success or Account Management in a SaaS or technology environment. • A 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. • You have a solution-seeking mindset and demonstrate high agency while proactively optimize internal workflows to maintain team momentum. • You bring strong communication and relationship-building skills across multiple stakeholder levels. • A genuine passion for helping customers succeed and seeing measurable business impact. • Advanced proficiency in data interpretation; identifies and acts upon complex trends to secure portfolio health and growth. • You are ready to act as a thought leader and are