Overview

We’re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way — but there’s still an exciting journey ahead of us. Do you want to join us at the heart of trust?

We’re looking for an Associate Customer Success Manager to join our commercially driven Customer Success Team in Copenhagen. Our Customer Success team plays a crucial role in Trustpilot’s commitment to building trust and transparency between consumers and businesses around the world. The team is responsible for the after-sales customer journey, making sure they are satisfied and use our product to its real value.

In this role, you will be responsible for customer retention for our SMB customers in the DACH region, based in Copenhagen. You'll be acting as a trusted advisor, developing long-term relationships and success plans for customers, and ensuring that the maximum value is derived from Trustpilot’s products. In this position, you will be a part of Trustpilots newly established SMB team, and become an integral part of building a Low Touch Service Model, with a digital approach to our customers. This will mean that we will utilise the best of our product, and our CX organization to enable you to spend the most time with our customers on value-generating activities.

 

What you'll be doing:

  • Establish a relationship with all our customers that ensures customers’ overall satisfaction with Trustpilot products, which will strengthen their adoption and ensure contract renewal
  • Ensure a good and scalable experience. Enable the low touch model to secure that your touchpoints brings value for our clients by understanding their business objectives, Key Performance Indicators and ensuring Trustpilot delivers against them
  • Convey best practice examples that drive ROI
  • Ensure Trustpilot becomes the value-adding partner in targeted accounts
  • Act as a trusted adviser, advocating client needs back to Trustpilot’s internal support, product, engineering and sales teams
  • Successfully upsell Trustpilot’s products and discover new revenue opportunities
  • Increase renewal rates and reduce churn
  • Mapping various accounts in order to cross-sell into other parts of their business
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Successfully onboard clients and ensure they fully utilise their paid subscription

 

Who you are:

  • Fluent in German. Along with English working proficiency
  • Experience managing a large portfolio of SMB customers accounts with a focus on achieving a high renewal/retention rate in high-pace by handling various needs 
  • Consistent track record of hitting targets in a similar capacity over the past few years
  • Demonstrated experience with subscription-based, renewal license models
  • Ability to connect with new stakeholders and inspire and consult them
  • Excellent communication and negotiation skills
  • Adept of uncovering new revenue opportunities
  • Experience with selling in a competitive environment
  • You can thrive in moving environment and be a part of creating something new

 

What's in it for you?

  • A range of flexible working options to dedicate time to what matters to you
  • Competitive compensation package + bonus
  • 25 days holiday per year, with an extra 5 days holiday allocated after your 1 year anniversary (prorated) 
  • Two (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 are supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
  • Comprehensive health package, pension and full access to Headspace, a popular mindfulness app to promote positive mental health
  • Paid parental leave
  • Newly renovated central office with  a laid-back vibe and constant buzz of different languages being spoken everywhere you go It’s complete with a coffee bar, canteen and table tennis and has a wide variety of refreshments available – you can opt-in for breakfast and lunch at an affordable price
  • Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
  • Opportunity to join the Trustpilot Social Club for a small monthly fee and attend regular social and leisure activities like go-karting, cooking classes and escape rooms 
  • Employee discounts to restaurants and shops 
  • Tax Free Travel (DSB) 

 

Still not sure?

We are Open to All, which means we want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you!

#LI-AP1

 

About Trustpilot

At Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers. 

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 a tangible symbol of trust in an ever-changing world. With vibrant office locations all around the world and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. 

Our purpose 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, religion, 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.

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