Customer Success Manager DACH (f/m/d)

Grow with Purpose. Thrive with TRSTD.

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 clear and powerful: Enable our customers’ success through seamless integration and optimal use of Trusted Shops products.

Your Impact

As a Customer Success Manager, you are responsible for a B2B e-commerce customer portfolio with a strong focus on product adoption, usage, and value maximization. Your mission is to ensure sustainable customer success by continuously increasing the value of our solutions. You analyze product usage and performance, identify optimization opportunities, and ensure effective integration of our solutions. In doing so, you lay the foundation for long-term success—for both your customers and us.

This is a fixed-term position as parental leave cover until at least January 2028.

• Proactive portfolio management: Together with your account management tandem partner, you manage a portfolio of mid-sized online shops. You proactively identify opportunities and risks early on and track key KPIs (e.g., adoption, usage, customer health) to ensure the development and stability of your accounts.

• Product Adoption & Customer Success: You drive product adoption, active usage, and customer value across your portfolio. You define targeted actions, develop success plans that align customer goals with our solutions, and ensure consistent and effective product integration.

• Voice of Customer & Product Feedback: You represent your customers internally and provide structured insights that contribute to the ongoing development of our solutions.

• Cross-functional collaboration: You work closely and in strong partnership with colleagues from Sales, Technical Success, and Product to ensure a consistent and high-quality customer experience.

• Customer Success & Portfolio Ownership: You have experience managing a B2B customer portfolio - ideally in SaaS, e-commerce, or technology-driven environments - with a strong focus on product adoption, customer success, and long-term retention.

• Customer focus & growth mindset: You manage larger customer portfolios in a structured and forward-looking way, identify opportunities to increase product adoption and customer value, and continuously develop accounts.

• Strong communication skills: You proactively and empathetically engage with customers, understand their needs early on, and build trusted, stable relationships through both digital and in-person touchpoints.

• Analytical & data-driven approach: You are confident working with CRM systems such as Salesforce and use data to derive actions, optimize processes, and continuously improve customer outcomes.

• Language & stakeholder skills: You communicate fluently in German and have very good English skills, interacting confidently, respectfully, and effectively with internal and external stakeholders.

Join TRSTD and launch your purpose-driven career in SaaS and e-commerce.  

What we offer you

• Hybrid work: Combine fixed office days (2 days / week) with flexible remote work.

• Academy Onboarding: 4-weeks onboarding together with all new starters in Sales, Customer Success, and Account Management.

• Workation: Temporarily work from a destination of your choice within 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.

• Events: Team Events, Unit Events, etc. (Name local office events or 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 kick off your journey with an onboarding experience designed to spark confidence, connection, and real momentum. It all begins with Culture & Value Week: an energizing in-office start where you learn, collaborate, and experience our values firsthand.   

The four onboarding weeks give you everything you need to thrive, from tools and workflows to our Trusted Shops’ mindset. With ongoing support from local champions, enablement specialist, regular feedback, and a global onboarding group, you quickly build the skills and network that power your growth.  

BUILD A COMMUNITY OF TRUST WITH US - #cometotrust

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.