Customer Success Manager (f/m/d)

Trusted Shops SE (DE) • Cologne

Cologne

from today / asap

Your duties

Customer communication is your passion. You know what your customers need before they say it. You are an e-commerce professional and know how to make your customers' stores even more successful. You recognize optimisation potential and know how to pick up your customers where they are. You are a networker and keep your eyes and ears open for new ideas to optimise your customer stores. The success of your customers is your goal and your motivation - day after day.

Your Responsibilities

Portfolio Management & Client Communication
You are the main point of contact for a fixed portfolio of clients, focusing on value maximization and product adoption. You maintain close contact with them—via phone or video call
Product Adoption & Review Growth
You actively drive product adoption among your existing clients by understanding their individual goals and implementing strategies to reach them. You always keep an eye on review growth, which you leverage as a strategic tool for visibility, trust, and increased value across your portfolio. You also guide new clients through a structured and efficient onboarding process.
Success Planning
You develop tailored success plans for part of your portfolio to ensure your clients’ business objectives align seamlessly with their product adoption goals.
Reporting & Analysis
You understand the challenges and objectives in e-commerce and know how our technology can deliver real value. You use insights and data to drive conversations and success strategies.
Cross-functional Collaboration
You are the voice of your clients. With your feedback, you support the continuous development of our solutions in close collaboration with our product team.

Your profile

Experience in actively approaching and communicating with customers and good knowledge of account/customer portfolio management
Good understanding of the challenges in the SAAS environment
Practiced in stakeholder management, especially in relation to product development
Structured approach and hands-on mentality
Ideally already experience with CRM systems (e.g. Salesforce)
German language skills at native speaker level (C2), as well as very good English skills (C1)

What we offer you

Hybrid work: Combine flexible remote work with team time in the office
Workation: Temporarily work from a destination of your choice within the EU, Iceland, or Norway.
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 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