Customer Success Manager • Lead

Who you are

You have a proven track record in customer success management, ideally with experience leading teams in the DACH region. Your leadership style fosters a culture of ownership and continuous improvement, ensuring that your team is equipped to deliver exceptional onboarding and customer outcomes. You understand the importance of customer health metrics and are proactive in addressing risk indicators to minimize churn. Your experience with Salesforce allows you to maintain accurate health and activity data, which is crucial for tracking team performance and customer satisfaction.

You are a strong communicator and collaborator, capable of aligning cross-functional teams to drive customer success. Your ability to coach and develop team members is complemented by your strategic mindset, enabling you to identify trends and implement processes that enhance customer engagement and retention. You are passionate about customer advocacy and understand how to leverage customer feedback to improve service delivery and product offerings.

Desirable

Experience in a high-growth technology company is a plus, as is familiarity with customer success metrics such as Gross Renewal Rates and Net Promoter Scores. You may also have a background in account management or marketing, which would further enhance your ability to partner effectively with these teams.

What you'll do

In this role, you will lead a team of Customer Success Managers dedicated to ensuring that customers achieve measurable success with Trustpilot's platform. You will be accountable for driving business adoption and maintaining high Gross Renewal Rates and Net Promoter Scores. Your leadership will involve coaching your team to proactively manage customer health and address any risk indicators early on. You will embed consistent processes for onboarding, success planning, and account reviews, ensuring that your team operates with operational excellence.

You will collaborate closely with Account Management on renewals and expansions, working together to identify opportunities for growth within existing accounts. Partnering with Marketing, you will help create customer advocacy programs and case studies that highlight the success of Trustpilot's customers. Additionally, you will work with Product teams to gather and act on Voice of the Customer feedback, ensuring that customer insights are integrated into product development.

Your role will also involve leveraging customer data and dashboards to identify trends and measure the effectiveness of customer success initiatives. You will be responsible for tracking team performance and customer satisfaction metrics, using this data to inform strategic decisions and drive continuous improvement within your team.

What we offer

At Trustpilot, you will be part of a profitable, high-growth company with a mission to become the universal symbol of trust. We offer a collaborative and supportive work environment where your contributions will have a direct impact on our customers' success. You will have opportunities for professional development and growth within the organization, as well as the chance to work with a talented team that is passionate about delivering exceptional customer experiences. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.