Senior Customer Success Manager - DACH

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 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 a Senior Customer Success Manager, you are the value owner and trusted advisor for your portfolio of customers within the German market. You ensure every customer achieves success with Trustpilot - from onboarding and adoption to measurable results and advocacy. Your mission is to maximize product adoption, strengthen customer health, and reduce churn, ensuring customers realize ongoing value and remain engaged, satisfied partners. This role requires native-level German and strong professional English language skills. It is based in our Hamburg office. What you'll be doing: • Lead high-stakes post-sale alignment for accounts in our premium plan. You ensure a seamless transition from Sales by establishing a multi-level relationship map and securing strategic executive buy-in from day one, all documented in a mutual success plan, leading to high momentum during onboarding. • Proactively translate technical usage data into compelling ROI narratives. You demonstrate how Trustpilot strategically influences every stage of the marketing funnel from top-of-funnel traffic to bottom-of-funnel conversion and long-term brand advocacy. You communicate this in Business Reviews according to our customer journey per plan • Own the holistic health and Gross Renewal Rate (GRR) of your portfolio. Rather than just following playbooks, you engineer bespoke success plans to mitigate complex churn risks and proactively identify growth opportunities in collaboration with the commercial Account Managers. • Serve as the primary consultant for your accounts. You uncover 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 the CS workflow. You propose and help implement global improvements that elevate the performance and scalability of the entire CS organization. Who you are: • Fluent in German and proficient in English • You have strong experience in Customer Success and/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 a collaborative team player who enjoys working with Account Managers, Product, and