Account Manager (f/m/d) Retention / Winback

Trusted Shops AG • Cologne

  • Full-time


from today / asap

Your duties

Together with your colleagues, as an Account Manager with a focus on retention and winback, you will be responsible for a portfolio of up to 4,000 terminated B2B customers from the DACH region. You will be responsible for the commercial achievement of your sales targets with regard to customer terminations and winbacks. Moreover, you will identify potential for increasing sales performance in day-to-day business, develop appropriate measures and take a driving role in their implementation.

  • Winback: Every customer you are able to winback brings a smile to your face - for this important success, you implement measures for cancellation prevention and winback in inbound/ outbound telephony and e-mail communication. In doing so, you are highly responsible for customer retention and satisfaction.
  • Potential analysis: You know what goals an online shop is pursuing and what challenges it has to face on a daily basis. This is where you place our technologies at the forefront.
  • Cancellation analysis: You identify the right customer segments and drive innovative campaigns with internal stakeholders as well as suitable measures to winback customers. You define these campaigns across all direct marketing channels and implement them successfully.
  • Internal collaboration: You are in close contact with internal interfaces such as Customer Success Management, New Business Sales or Product Management. You will also have a Customer Success Manager by your side who will ensure that your customer's online shops are successful with our solutions.

Your profile

  • Professional experience in proactive account management (B2B), ideally in the SaaS environment
  • Proven track record of planning and implementing direct marketing measures for churn prevention or immediate customer winback (retention)
  • Excellent communication skills, customer orientation as well as "hands-on-mentality"
  • Very good analytical skills, sales affinity and negotiation skills
  • Affinity for e-commerce/ internet and ideally experience with CRM systems (e. g. Salesforce)
  • Fluent in German, good command of written and spoken English


  • New Work: Home Office or flexible working from Germany, Spain, Italy, Netherlands, Poland, France
  • Permanent contract with Europe's trusted brand
  • 30.5 days holiday
  • Buddy programme (an experienced trustee is at your side)
  • Individual training opportunities
  • Team events (summer party, Christmas party, unit events)
  • Health Pass (free online and offline sports, fitness and health courses)


Not sure if you are what we are looking for? Apply! ​

At Trusted Shops, we are interested in you as a person - whether you fit in with us is independent of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity. Trusted Shops is clearly committed to diversity and against discrimination.

Simone Kass

Simone Kass

Inhouse Recruiter Commercial DACH


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A day in a life of a Sales Development Representative – meet Johannes
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Sales coaching from onboarding to day-to-day work – meet Siemon
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A day in a life of a Sales Development Representative – meet Johannes
A day in a life of a Sales Development Representative – meet Johannes
Sales coaching from onboarding to day-to-day work – meet Siemon
Sales coaching from onboarding to day-to-day work – meet Siemon

Your benefits in commercial

Sales Coach

Nobody works exactly the way you do. We offer you individual coaching and support by our sales coaches. Address topics that you find difficult and become even better at what you already know.

New work

Work from wherever you feel most comfortable. Whether in one of our 5 offices or temporary from another location in Europe.

Health Pass

Stay fit – physically and psychologically. Our company health management offers you a wide range of courses, presentations and workshops.

Internationales flair

With a team from more than 40 different nations, it never gets boring. We celebrate our diversity and the countless new perspectives it gives us.

Individual development opportunities

Unleash your talent and improve your individual skills that support you in your work.

Buddy programme

Your buddy will help you settle in when you first start out with us. Later, you can also share your experience with new colleagues.


Always up to date. We work with the latest tools to provide our colleagues with the best possible support.

Team events

Whether in summer, winter or whenever it suits your team – we enjoy spending time together.

Our values


Open and clear communication gets us to our goals quickly. Address your topics openly – we will find a solution for everything together.


Every single one of our colleagues is a valuable part of our community. Respectful interaction and openness are prerequisites for our work.


We know you’re doing a great job – otherwise you wouldn't be here. We trust you, your skills, ideas and intentions.

Employee reviews

Nele Straatmann
Nele Straatmann
Account Managerin

As a account manager, I support the account management team of the DACH market as a kind of "special force" and work independently on various projects that make the account managers' daily work easier. From the very beginning, I have been given a high amount of personal responsibility and trust. Trust is not just something that is said lapidary, but is lived throughout the entire company. I particularly like the New Work policy at Trusted Shops. I love the possibility to work from anywhere and I can hardly wait to leave south during winter. Although I live about 500 kilometres away from Cologne, I feel very connected to my team. Even beyond that, all my colleagues have been extremely supportive and open towards me, and at the end of the day it often feels like I'm working with friends - I've never experienced that before.

Paul Patrick Beyeme
Paul Patrick Beyeme
Sales Manager DACH

I joined Trusted Shops in 2014 as a Sales Manager and was immediately impressed by the company’s wonderful culture. Direct and informal contact with the founders helped me to identify with the products and the entire international identity of the company. I had the opportunity to work on various development projects for the French market and to acquire new skills in the areas of recruitment, coaching, team management and proactive communication with various management departments. Eight years on, I now work as DACH Sales Manager and am delighted to continue sharing the great adventure of Trusted Shops with excellent colleagues. 

Stefanie Sieberz
Stefanie Sieberz
Sales Consultant DACH

I really enjoy my daily work and like to challenge myself. Every day I learn new approaches that make the work in telesales special. I'm not a door-to-door salesperson; on the contrary, our customers are often grateful for the contact and the conversations are interesting thanks to the individuality of the industries. If you already think that sounds exciting, I can tell you that there is much more to discover. Find out for yourself.


Have we awakened your interest?

Apply now