Customer Success Manager - Denmark at Trustpilot

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust! As a Customer Success Manager, you are the value owner and trusted advisor for your portfolio of customers within the Danish market. You ensure every customer achieves success with Trustpilot - from onboarding and adoption to measurable results and advocacy. Your mission is to maximize product adoption, strengthen customer health, and reduce churn, ensuring customers realize ongoing value and remain engaged, satisfied partners. What you'll be doing: • Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption. • Drive measurable Business Adoption across your customer portfolio to deliver tangible results. • Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively. • Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR). • Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio. • Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager. • Partner with Marketing to identify case study, testimonial, and reference opportunities. • Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements. • Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility. Who you are: • Fluent in Danish and proficient in English • You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment. • Proven ability to drive product adoption, customer satisfaction (NPS), and retention results. • You are technically confident and able to guide customers through setup, usage, and best practices. • Strong communication skills across multiple stakeholder levels. You are adept at building trust and asking the key questions that uncover a customer's underlying business needs. • You are highly organized with a proven ability to manage a large portfolio (Mid-Market) with excellent follow-through and attention to detail. You use data to identify trends and risks before they escalate. • You possess a solid understanding of the digital marketing funnel and search marketing landscape and are curious about the digital world. • A genuine passion for helping customers succeed and seeing measurable business impact. • You are a collaborative team player who enjoys working cross-collaborative with Account Managers, Product, and Marketing to deliver customer value. • You proactively identify and resolve challenges; like to act as a "bridge" to help the team overcome roadblocks and help to elevate peer performance. • Comfortable working with data and insights to identify trends, risks, and opportunities. What’s in it for you: • A range of flexible working options to dedicate time to what matters to you • Competitive compensation package + bonus • 25 days holiday per year, with an extra 5 days holiday allocated after your 1 year anniversary (prorated) • Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community • Hybrid working model 3 days on site and the rest working from home • Rich learning and development opportunities are supported through the Trustpilot Academy and Blinkist • Comprehensive health package, pension, and full access to Headspace, a popular mindfulness app to promote positive mental health • Paid parental leave • 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 • Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials • 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 • Employee discounts to restaurants and shops Still not sure? 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! #LI-JS1 About us 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. Today, we have more than 300 million reviews and 64 million monthly active users on average 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. 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 collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go. Join us at the heart of trust. Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust. Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team ([Upgrade to PRO to see contact]) quoting the role you wish to apply for. Any offer of employment for this position will be subject to our standard background checks.