Customer Success Manager - Benelux Market

About Trustpilot

Trustpilot is a profitable and rapidly growing FTSE-250 company with a vision to become the global emblem of trust. We operate the world's largest open customer review platform, helping consumers and businesses connect and grow through reliable reviews. With over 350 million reviews and 60 million active monthly users worldwide, our reach continually expands. Our headquarters are in Copenhagen, with offices in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan, and New York. We pride ourselves on a diverse, inclusive culture of over 1000 employees from more than 50 nationalities, fostering collaboration and respect across borders.

Role Overview

As a (Associate) Customer Success Manager serving the Benelux region, you will be the primary value driver and trusted advisor for your assigned customer portfolio. Your goal is to ensure that every customer achieves success by maximizing adoption, enhancing satisfaction, and reducing churn to foster long-term engagement and loyalty. This position is located at our Amsterdam office alongside the Benelux team.

Key Responsibilities

• Lead seamless post-sale onboarding and setup to guarantee smooth handover and strong foundations for product adoption.
• Drive measurable product adoption within your customer portfolio to provide clear and tangible value.
• Maintain excellent customer health and collaborate with Account Managers to proactively mitigate risks, thereby achieving high gross renewal rates (GRR).
• Be the first point of contact for customer issues related to onboarding, usage, or realizing product value.
• Collaborate with Marketing to identify opportunities for creating case studies, testimonials, and references.
• Work alongside the Product team by sharing organized customer feedback to contribute to product enhancements.
• Ensure comprehensive tracking of customer health metrics, notes, and success plans in the CRM for portfolio transparency.

Candidate Profile

• Fluency in Dutch and strong proficiency in English are essential.
• Previous experience in customer success, account management, or similar roles within SaaS or technology sectors.
• Demonstrated success in driving product adoption, improving customer satisfaction (NPS), and retaining customers.
• Technically adept, capable of guiding clients through setup, usage, and best practice implementations.
• Excellent communicator able to engage stakeholders at all levels and understand underlying business needs.
• Highly organized with experience managing a Mid-Market portfolio, skilled at using data to detect trends and potential risks.
• Solid knowledge of digital marketing funnels and search marketing, with a keen interest in the digital landscape.
• Passionate about customer success and achieving measurable business impact.
• A collaborative mindset that enjoys cross-team cooperation with Account Management, Product, and Marketing.
• Proactive problem solver who facilitates team collaboration and improves peer performance.
• Comfortable analyzing data to identify trends, risks, and opportunities.

Benefits and Perks

• Competitive salary package including performance-based bonus.
• 20 annual leave days, increasing by 8 additional days after six months of continuous service.
• Two paid volunteering days each year to support causes important to you and your community.
• Comprehensive learning and professional development opportunities via Trustpilot Academy and Blinkist.
• A benefit-in-kind allowance of €44 monthly usable for various purposes such as healthcare, accommodation, gym memberships, loans, or travel expenses.
• Monthly health benefit allowance of €50 to spend on health-supportive activities or products.
• Full access to Headspace mindfulness app and an around-the-clock Employee Assistance Program for mental wellbeing.
• Work from a prime office location in Amsterdam offering spectacular views and modern facilities.

Inclusivity and Equal Opportunity

Trustpilot is dedicated to fostering an inclusive and welcoming workplace where diverse perspectives are cherished. We encourage applications from all backgrounds regardless of race, ethnicity, religion, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental, or veteran status.

If you require accommodations during the recruitment process or application submission due to a disability, please reach out to our Talent Acquisition Team referencing the position title.