Customer Success Manager (f/m/d) as Parental Leave Replacement

Trusted Shops SE (DE) • Cologne

Cologne

from today / asap

Your duties

Are you passionate about solving our customers' problems and putting their success first? Do you see product adoption as a basic prerequisite for positive customer outcomes and enjoy developing plans to harmonise the two aspects? Are you an e-commerce professional and know how to make your customers' shops even more successful?

Then become part of our success story and join our Customer Success Team in the High Touch segment as a parental leave replacement until May 2026! The team looks after important key accounts with individual requirements. Through targeted measures, you will lead your customers to optimal product utilisation. You will focus on product adoption and the benefits of our product platform for customers. Building long-term customer relationships and personalised support are essential. To make our customers even more successful, you will work in tandem with a person from Account Management.

Customer communication: You are the main contact person for a fixed customer portfolio in the areas of value maximisation and product adoption and are in close contact with your customers by phone, on site or at trade fairs.
Onboarding, product adoption and review growth: You organise the successful onboarding of new customers with individual measures. For your existing customers, the focus is on product adoption. You always keep an eye on the growth of reviews across the entire customer portfolio as a basic prerequisite for benefit growth.
Success plans: You develop customised ‘success plans’ for part of the customer portfolio to ensure that their business goals and product adoption goals go hand in hand.
Reporting and analysis: You know what goals an online shop is pursuing and what challenges it faces on a daily basis. This is where you come in to place our technologies at the forefront.
Interface management: You are the mouthpiece of your customers. With your input, product development continuously improves Trusted Shops' solutions.

Your profile

Several years of experience in actively approaching and communicating with customers and in-depth knowledge of account/ customer portfolio management for key accounts
Experience in the implementation of onboarding, product adoption and customer success
Basic technical understanding and affinity for e-commerce
Practice in stakeholder management, especially in relation to product development
Structured way of working and a hands-on mentality
Experience with CRM systems (e.g. Salesforce)
Confident handling of MS Office products
German language skills at native speaker level (C2), as well as very good written and spoken English skills

What we offer you

Hybrid work: Combine fixed office days with flexible remote work
Workation: Work temporarily from another location within Europe
Permanent contract with Europe's trusted brand
27 vacation days + 3.5 additional days off at Christmas, New Year's Eve and Carnival
Buddy programme (an experienced trustee is at your side)
Individual training opportunities
Events (Team Events, Unit Events, etc.)
Health Pass (free online and offline sports, fitness and health courses)

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.

Contacts

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.

Tools

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

Transparency

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

Respect

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

Trust

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

Employee reviews

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.

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.

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