Customer Success Manager DACH (f/m/d)

About

At Trusted Shops, we are building the leading Community of Trust in e‑commerce. As a Customer Success Manager you’ll join a purpose‑driven team that empowers businesses with innovative SaaS solutions. Your mission is to enable our customers’ success through seamless integration and optimal use of Trusted Shops products.

Responsibilities

• Own and manage a portfolio of B2B customers, proactively driving product adoption and performance optimization for online shops.
• Serve as the primary point of contact through regular and proactive communication (calls, meetings), expert advice, and continuous support, strengthening and developing long‑term customer relationships.
• Identify growth opportunities within your customers and strategically position TRSTD technologies to achieve their goals together.
• Act as the voice of the customer, sharing insights and feedback from your portfolio with key stakeholders (Product, Marketing, Legal, Operations) to help shape solutions that meet real customer needs.

Requirements

• Several years of professional experience in Customer Success Management, ideally within a SaaS, e‑commerce, or technology‑driven environment.
• Proactive communication skills; enjoy engaging with customers, anticipating their needs, and initiating meaningful conversations to strengthen relationships and drive success.
• Strong negotiation skills and sales instinct, enabling effective solution positioning and unlocking growth opportunities within your portfolio.
• Ability to work confidently with CRM systems such as Salesforce and make data‑driven decisions to optimize processes and sustainably enhance portfolio performance.
• Fluent German and strong English skills; communicate empathetically and professionally with internal and external stakeholders.

Benefits

• Hybrid work: 2 fixed office days per week combined with flexible remote work.
• Academy onboarding: 4‑week onboarding together with new starters in Sales, Customer Success, and Account Management.
• Workation: temporarily work from a destination of your choice within the EU, Iceland, Liechtenstein, or Norway.
• Permanent contract with Europe’s trusted brand.
• 28 vacation days + 2.5 additional days off at Christmas, New Year’s Eve, and Carnival.
• Buddy program: an experienced trustee is at your side.
• Learning & Development: individual training opportunities.
• Team and unit events, local office events, and special occasions such as afternoon drinks.
• Health Pass: earn an additional vacation day by actively participating in free online and offline sports, fitness, and health courses.

Onboarding & Growth

At Trusted Shops you’ll start with a Culture & Value Week—an energizing in‑office experience where you learn, collaborate, and experience our values firsthand. The four onboarding weeks provide tools, workflows, and the Trusted Shops mindset needed to thrive. Ongoing support from local champions, enablement specialists, regular feedback, and a global onboarding group helps you quickly build the skills and network that power your growth.