Account Manager MM (DACH)

As a Mid-Market Account Manager, you are responsible for retaining and growing a defined portfolio of existing customers on the DACH market. You act as the commercial owner of each relationship - identifying the value drivers for the customer, setting up joint business goals and KPIs, driving renewals, expanding accounts, and positioning Trustpilot as a long-term partner that delivers measurable business value.

You combine commercial acumen with relationship depth, collaborating closely with Customer Success Managers to ensure adoption, satisfaction, and sustainable revenue growth.

You are accountable for contributing to strong Gross Renewal Rate (GRR) and Net Revenue Retention (NRR) results by executing defined renewal processes, maintaining Salesforce accuracy, and supporting customers to achieve measurable value.

This role combines hands-on learning, customer interaction, and operational excellence - preparing you to progress into a full Account Manager role.

What you'll be doing:

• Own your Book of Business and expand your revenue. Take ownership of your numbers.
• Identify Customers Goals and Drivers in order to derive its individual Trustpilot value drivers. Set up joint business goals and KPIs to measure success.
• Strategically understand the customers situation, know their goals and challenges.
• Retention & Renewal: Own the end-to-end renewal process, delivering high Gross Renewal Rates (GRR) and predictable retention.
• Growth & NRR: Drive portfolio expansion through upsell and cross-sell to achieve strong Net Revenue Retention (NRR) and overall portfolio growth.
• Account Planning: Build and maintain detailed account plans, stakeholder maps, and accurate forecasts in Salesforce.
• Customer Engagement: Lead commercial and strategic conversations, including business reviews and contract discussions.
• Cross-Functional Collaboration: Partner with Customer Success to ensure value realization, with Marketing on customer stories, and with Product on feedback loops.
• Operational Excellence: Ensure accurate data, forecasting discipline, and pipeline visibility across your portfolio.

Who you are:

• You have experience in account management, expansions, renewals or a similar customer-facing role within a SaaS or subscription-based company.
• Strategic Thinker: you focus on customers goals and how to generate value for the customer. You are a value based thinker and seller.
• Strong understanding of financial numbers, P&Ls, retention, NRR, upsell, and cross-sell motions.
• Solid commercial awareness with the ability to link product value to customer outcomes.
• Skilled at managing a large portfolio and keeping accurate account data in CRM systems.
• Excellent communication, stakeholder management, and negotiation skills.
• Comfortable analysing account performance data and forecasting renewals.
• Able to work cross-functionally and thrive in a fast-moving, target-driven environment.
• A good understanding of the digital advertising/search marketing industry - preferred.

What's in it for you?

• Competitive compensation package + bonus
• Company Pension Scheme with a 4% of gross salary employer contribution (no matching required).
• 20 days holiday with an additional 8 days after 6 months of continuous employment
• 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist
• Benefit-in-kind of 44 a month, which can be used for a range of purposes such as private healthcare, accommodation, a company car, a gym membership, an interest-free loan, travel expenses, or any other expense
• Health benefit of 50 a month which you can use to spend on anything that supports positive health
• Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan
• Prime location with stunning views of the Alster in a brand-new office space

Still not sure?
We want everyone to feel welcome at Trustpilot. We're excited to hear about your experiences and how you can help us create a great culture for our team. So don't worry if you don't tick every single box - we'd still love to hear from you!

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