Associate Customer Success Manager (French Market)

<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></p> <p>We are part of an exploding industry where we have conquered the global market and now due to expansion we, are looking for a Customer Success Manager to join our Account Management function in Copenhagen. Our Customer Success team plays a crucial role in Trustpilot’s commitment to building trust and transparency between consumers and businesses around the world. The team is responsible for the after-sales customer journey, making sure they are satisfied and use our product to its real value.</p> <p>In this role, you will be responsible for customer retention for our French-based customers. You'll be acting as a trusted advisor, developing long-term relationships with customers and ensuring that the maximum value is derived from Trustpilot’s products.</p> <p><strong>What you'll be doing:</strong></p> <ul> <li>Establish a relationship with all our customers that ensures customers’ overall satisfaction with Trustpilot products, which will strengthen their adoption and ensure contract renewal</li> <li>Ensure a premium experience for our clients by understanding their business needs and Key Performance Indicators and ensuring Trustpilot delivers against them</li> <li>Convey best practice examples that promote ROI</li> <li>Ensure Trustpilot becomes the value-adding partner in targeted accounts</li> <li>Act as a trusted adviser, advocating client needs back to Trustpilot’s internal support, product, engineering and sales teams</li> <li>Successfully upsell Trustpilot’s products and discover new revenue opportunities</li> <li>Increase renewal rates and reduce churn</li> <li>Mapping various accounts in order to cross sell into other parts of their business</li> <li>Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores</li> <li>Successfully onboard clients and ensure they fully utilise their paid subscription</li> </ul> <p><strong>Who you are:</strong></p> <ul> <li>Fluent in French and English language</li> <li>Experience managing a large portfolio of SME and Enterprise customer accounts with a focus on achieving a high renewal/retention rate</li> <li>Consistent proven history of attaining targets in similar capacity over the past few years</li> <li>Demonstrated experience with subscription based, renewal license models</li> <li>Ability to build and maintain genuine relationships with multiple stakeholders</li> <li>Advanced communication and negotiation skills</li> <li>Adept of uncovering new revenue opportunities</li> <li>Possess a solid ability to manage tough conversations in a professional and solution-oriented manner</li> <li>Experience with selling in a similar environment</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-RS1 #LI-HYBRID</p> <p> </p> <p> </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 op