Manager of Customer Success

2 weeks ago

Hamburg Germany, United Kingdom Trustpilot Full time

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?

As a Customer Success leader for one of our Focus European markets, your priorities will be advocating for both your team and their client base and ensuring the very best customer experience at all times. You will encourage a collaborative and productive work environment, and your daily tasks will include forecasting revenue, identifying new revenue opportunities, managing churn or risky accounts, and ensuring our clients receive optimal touchpoints from the team throughout their lifecycle

What you’ll be doing?

  • Inspire, lead and create an environment with high engagement where Trusties can reach their full potential. Set the stage and direction for your team, ensuring we are delivering against our High-Performance retention goals.
  • Coach, develop and manage a team of Customer Success Managers who own the customer relationship from the point of paid subscription, through to renewal. 
  • Own your team composition, building and scaling according to the Senior leadership plans.
  • Drive performance management and be responsible for supporting your team’s career development and personal development plans. Nurturing a positive team environment where Trusties can be themselves.
  • Collaborate with our new business colleagues to support pre-sales activities and successful handover from new business to customer success.
  • Support the development of our evolving processes and provide feedback on development opportunities, always driving efficiency and working closely with our Sales Operations team
  • Work closely with other internal departments such as Product, Partnerships, and Marketing to represent Customer Success and be the voice of our customers. Influence product development and other initiatives in the best interests of our clients. 
  • Leading by example, you will be responsible for building and nurturing your team culture in alignment with Trustpilot values. A team where all are embracing and leaving by our values of being ‘Positively human’, ‘Open to all’, ‘Collaborative’ and ‘Always with integrity’.
  • Be a Trustpilot Ambassador in the DACH market. Presenting Trustpilot vision and benefits at trade shows, fairs, press and other external events. 

 

Who are you:

  • You speak fluent German and English. 
  • You have work experience as a Customer Success Manager.
  • Experience in leading a team and being involved in People management tasks such as feedback loops, budgeting, workforce planning and recruitment. 
  • You have a good understanding of the DACH market. 
  • Experience with creating and executing business cases and presentations to C-level stakeholders.
  • Confident in giving presentations, providing business reviews, analysing data for areas of improvement and having a solution-orientated approach.
  • You have a managerial approach to enhance your team to work independently.
  • Previous work experience in a B2B subscription model.

We are:

  • Enthusiastic about what we do. Our sales teams are super collaborative and it’s a fun place to work if you enjoy seeing your hard work recognised and rewarded.
  • Our culture is fast-paced and our employees grow as we do. You’ll have plenty of personal development opportunities thanks to our in-house enablement team and individual career mapping.
  • Ideas people. We like our employees to be creative and always advocate for new ways of working

What's in it for you?

  • On-going career development, training and one-to-one coaching via our in-house enablement team
  • Hybrid working model 2/3 days on site and the rest working from home
  • A lucrative commission structure, company bonus and benefits
  • 28 days annual leave
  • 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
  • Health benefit cover allowance of 50€ per month
  • Benefit in kind allowance of 44€ a month which can be used for a range of purposes such as private healthcare, accommodation, a company car, a gym membership, travel expenses or any other expenses.
  • At Trustpilot we care about your well-being; you will have full access to apps such as Headspace

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-API1

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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