Associate Customer Success Manager, SMB, Benelux

<p><strong>Our vision is to be the universal symbol of trust, bringing consumers and businesses together through reviews. We are well on our way—but there’s still an exciting journey ahead. Join us at the heart of trust.</strong></p><p><strong>Overview</strong></p> <p>We are part of an exploding industry where we have conquered the global market and we're now growing our team in Copenhagen. As part of our Customer Success team, you’ll play a pivotal role in ensuring that people around the world continue to see Trustpilot everywhere!</p> <p>You will be responsible for the retention of a large portfolio of small business customers, acting as a Trusted Advisor, advocating for our clients needs and ensuring growth within your portfolio.</p> <p>We are very proud to be one of the most viewed websites in the world and our customers partner with us to help them to become better, to be seen more and to sell more.</p> <p><strong>What you'll be doing</strong></p> <ul> <li>Maintain and secure the renewal rates of your clients from the Benelux markets.</li> <li>Manage and administrate your own portfolio of contract renewals for around 300 clients, made up of small businesses in various industries.</li> <li>Search for and identify growth opportunities as well as dealing with inbound enquiries from your portfolio.</li> <li>Be supported by and help us to develop automated processes and marketing campaigns.</li> <li>Contribute to developing this role which is the first of it’s kind in our department.</li> <li>Become the expert on our low / tech touch client segment</li> <li>Work to build a healthy customer portfolio with low churn rate</li> </ul> <p><strong>Who you are</strong></p> <ul> <li>Fluent in Dutch and English</li> <li>You ideally have some account management, sales or customer support experience </li> <li>A plus if you already have demonstrated experience with subscription based, renewal license models</li> <li>Ability to manage large portfolio &amp; administration tasks</li> <li>Deep passion and understanding for processes &amp; systems</li> <li>Good communication and negotiation skills</li> <li>Adept of delivering best customer service in a fast paced environment</li> <li>A good understanding of digital advertising/search marketing industry – preferred</li> </ul> <p><strong>What’s in it for you:</strong></p> <ul> <li>A range of flexible working options to dedicate time to what matters to you</li> <li>Competitive compensation package + bonus</li> <li>25 days holiday per year, with an extra 5 days holiday allocated after your 1 year anniversary (prorated) </li> <li>Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community</li> <li>Rich learning and development opportunities are supported through the Trustpilot Academy, LinkedIn Learning, and Blinkist</li> <li>Comprehensive health package, pension, and full access to Headspace, a popular mindfulness app to promote positive mental health</li> <li>Paid parental leave</li> <li>Central office with  a laid-back vibe and constant buzz of different languages being spoken everywhere you go It’s complete with a coffee bar, canteen, and table tennis and has a wide variety of refreshments available - you can opt-in for breakfast and lunch at an affordable price</li> <li>Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials</li> <li>Opportunity to join the Trustpilot Social Club for a small monthly fee and attend regular social and leisure activities like go-karting, cooking classes, and escape rooms </li> <li>Employee discounts to restaurants and shops </li> </ul> <p><strong>Still not sure?</strong></p> <p>We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences as well as how you will contribute to our working culture. So, even if you don’t feel you don't meet all the requirements, we'd still really like to hear from you!</p> <p>#LI-Hybrid #LI-IA1</p> <p> </p><p><strong>About us</strong></p> <p>Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.</p> <p>Today, we have more than 320 million reviews and 70 million monthly active users across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we’re headquartered in Copenhagen, with operations in  Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.  </p> <p>We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we col