Associate 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 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 Saa S 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 partof 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 meetevery single requirement, we'd still really love to hear from you! #LI-JS1

About us

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews.

Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing.

We have more than 1000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.

We’re driven by connection.

It’s at the heart of what we do.

Our culture keeps things fresh –– it’s built on the relationships we create.

We talk, we laugh, we collaborate and we respect each other.

We work across borders and cultures to be the universal symbol of trust in an ever-changing world.

With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose to help people and businesses help each other is a tall order, but we keep it real.

We’re a great bunch of humans, doing awesome stuff, without fuss or pretense.

A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of.

If you’re ready to grow, let’s go.

Join us at the heart of trust.

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected.

Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status.

Together, we are the heart of trust.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected.

Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.

If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team ( ) quoting the role you wish to apply for.

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