Customer Success Manager (f/m/d) Key Accounts (40h)

Does your heart beat for solving customer challenges and putting their success first? Do you see product adoption as a key driver for positive customer outcomes and love creating plans that align both? Are you an e-commerce expert who knows how to make your clients’ shops even more successful?

Then become part of our success story and join our Customer Success team in the High-Touch segment!

In this role, you’ll work with key enterprise clients who have unique and complex needs. Through targeted measures, you will guide them toward optimal product usage—ensuring strong product adoption and maximizing the value of our platform. Building long-term relationships and providing tailored support is essential. You’ll work closely in tandem with an Account Manager to help our clients achieve their goals.

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, on-site visits, or at trade fairs.

• 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.

• Several years of experience in proactive customer outreach and communication

• Strong expertise in managing enterprise clients and independently steering a customer portfolio

• Proven track record in onboarding processes and optimizing product adoption and customer success in a SaaS environment

• Confident stakeholder management skills, especially in collaboration with product development teams

• Enthusiasm and a strong team spirit

• A structured working style and hands-on mentality

• Solid technical understanding and a strong affinity for e-commerce

• Experience working with CRM systems, ideally Salesforce

• Proficient in MS Office

• Fluent German and very good English skills, both written and spoken

What We Offer

• Hybrid Work: Combine flexible remote work with regular in-office team days

• Workation: Work temporarily from another EU country, Iceland, or Norway

• Permanent contract with Europe’s most trusted brand

• 30.5 days of paid time off: 27 vacation days plus 3.5 additional days off (Christmas Eve, New Year's Eve, Carnival)

• Buddy program: A dedicated mentor to help you settle in

• Tailored development opportunities and internal learning resources

• Team and unit events to connect and celebrate success

• Health Pass: Free access to online and offline fitness, sports, and wellness programs

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.