Cologne
from today / asap
Your duties
Does your heart beat for solving our customers’ problems and putting their success first?
Do you see product adoption as a fundamental requirement for positive customer outcomes and enjoy developing plans that align both?
Then become part of our success story and take over leadership of our Customer Success Team with a focus on enterprise clients.
Your team supports several hundred online shops with a total ARR of more than €7 million. Through targeted measures, you guide your customers toward optimal product usage-putting both product adoption and the value of our platform at the center.
- Product Adoption & Review Growth Together with your team, you ensure optimal product usage and prioritize initiatives to increase product adoption, thereby driving the growth of reviews. You always maintain a focus on the consistent visual integration of our trust elements-as a foundation for securing long-term customer value aligned with our value proposition.
- Success Plans You develop tailored success plans with your team to ensure that their business goals and product adoption objectives go hand in hand.
- Focus on Retention Together with the Team Lead for High-Touch Account Management, you develop and coordinate strategies to increase retention-for example, through proactive customer engagement as part of the Renewal Playbook.
- Team Leadership You lead a team of currently five Customer Success Managers and support them in developing repeatable processes and mechanisms to make our key accounts-established e-commerce professionals-successful.
- Cross-Functional Collaboration You act as a central interface between executive leadership, sales, product management, and other stakeholders, ensuring that customer success is made visible within the organization.
- Reporting & Analysis You analyze the relevant KPIs and regularly report results and progress in close collaboration with your Director to enable data-driven decisions.
Your profile
What You Bring
- At least 3 years of relevant professional and leadership experience in a comparable role
- Strong leadership skills and the ability to motivate and guide teams to achieve goals together
- Strategic experience in managing onboarding, product adoption, and customer success in a SaaS environment, with a focus on measurable customer outcomes
- Strong analytical thinking, confident decision-making based on data, and fluency in both German and English
- Deep understanding of the B2B SaaS landscape and the challenges of proactive customer engagement and retention
- Experience as a people manager, including supporting team members, driving professional development, and participating in recruitment processes
- Willingness to travel to our office in Cologne at agreed intervals What We Offer
- Hybrid Work: Combine fixed office days with remote flexibility
- Workation: Temporarily work from another EU country, Iceland, or Norway
- Permanent employment with Europe’s most trusted brand
- 27 vacation days plus 3.5 additional days off on Christmas, New Year’s Eve, and Carnival
- Buddy program: Get support from an experienced colleague during your onboarding
- Individual development opportunities and internal learning programs
- Team and department events for regular connection and exchange
- Health Pass: Free access to online and offline sports, fitness, and wellness classes
BUILD A COMMUNITY OF TRUST WITH US - #cometotrust
Not sure if you're what we're looking for here? 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, and sexual orientation and identity. Trusted Shops is clearly committed to diversity and against discrimination.
