About this role
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 SaaS 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