Enterprise Customer Success Manager (Benelux)

• As an Enterprise Customer Success Manager, you are the ultimate value owner and strategic partner for Trustpilot’s highest-tier, most complex accounts for the Benelux market. This role is based in our Amsterdam office, where our Dutch team is located onsite
• In this role, you move beyond tactical management to become a trusted advisor, ensuring that Trustpilot is deeply embedded in the customer’s long-term business strategy and digital ecosystem
• Your mission is to architect success for your portfolio - from onboarding and adoption to measurable results and advocacy - by translating complex business challenges into measurable product value
• You are responsible for driving high-impact adoption and securing long-term retention through executive-level partnership and a deep understanding of the digital landscape
• Lead high-stakes, post-sale alignment and executive onboarding for high-tier accounts. You ensure a smooth handover from New Business and a strong foundation for adoption, while establishing a multi-level relationship map that secures strategic buy-in from the outset
• Proactively translate technical usage data into compelling ROI narratives. You understand and demonstrate how Trustpilot influences every stage of the digital marketing funnel from driving top-of-funnel traffic to increasing bottom-of-funnel conversion and long-term brand advocacy
• Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively
• Own customer health, proactively identifying risks and executing recovery actions to maintain high GRR
• Own the holistic health of your portfolio. You don’t just execute playbooks; you design bespoke success plans to mitigate complex churn risks and identify strategic growth opportunities
• Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio
• Serve as the primary executive contact for high-tier accounts, bridging the gap between customer business needs and Trustpilot’s Leadership; you will diagnose complex product value or onboarding issues while strategically triaging commercial matters to Account Managers to ensure a seamless partnership
• Synthesize high-tier customer needs into structured insights that inform our global product roadmap, ensuring Trustpilot evolves alongside the most sophisticated players in the market
• You identify systemic bottlenecks in the CS workflow and propose global improvements that elevate the performance of the entire CS organization

Benefits

• Maternity & Paternity pay
• Train travel scheme
• ‘20% time’ - work on anything you’d like
• Work from home opportunities
• Pension and life insurance
• 28 days holiday (excl. bank holidays)
• Full access to Headspace
• Regular events and socials
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• And more! (Varies by location)

• You have a solution-seeking mindset and demonstrate high agency while proactively optimize internal workflows to maintain team momentum
• Proven ability to drive product adoption, customer satisfaction (NPS), and retention results through strategic intervention
• Fluent in Dutch/Flemish and proficient in English
• You have strong experience in Customer Success or Account Management in a SaaS or technology environment
• A good understanding of the digital advertising/search marketing industry – preferred
• You are ready to act as a thought leader and are a collaborative team player who enjoys working with Account Managers, Product, and Marketing
• A genuine passion for helping customers succeed and seeing measurable business impact
• Advanced proficiency in data interpretation; identifies and acts upon complex trends to secure portfolio health and growth
• Exceptional organisation skills within high-volume settings; focuses energy on systemic value and long-term results
• You bring strong communication and relationship-building skills across multiple stakeholder levels
• Even if you don’t feel you meet all the requirements, we’d still really like to hear from you!