Account Manager - DACH Market

About Trustpilot

Trustpilot is a profitable, high-growth FTSE-250 organization striving to become the universal symbol of trust by operating the world’s largest open customer review platform. Founded in 2007, with over 350 million reviews and 60 million monthly users worldwide, Trustpilot connects consumers and businesses by facilitating trust and transparency. The company values inclusivity, collaboration, and diverse perspectives across offices globally, including Hamburg where this role is based.

Role Overview

We are seeking an Account Manager for the DACH region focusing on mid-market clients. This role entails managing and expanding a portfolio of existing customers by acting as their commercial lead. Responsibilities include understanding individual customer value drivers, setting shared business objectives and KPIs, driving renewals, and promoting Trustpilot as a strategic partner that delivers tangible business outcomes.

Key Responsibilities

• Take full ownership of your book of business with a focus on revenue growth and retention.
• Identify customer goals to determine their unique Trustpilot value drivers and establish joint business goals and KPIs.
• Gain strategic insights into customer situations, challenges, and objectives.
• Manage the entire renewal process to achieve high gross renewal rates and predictable retention.
• Grow your portfolio through upselling and cross-selling to maximize net revenue retention and overall expansion.
• Maintain detailed account plans, stakeholder maps, and accurate sales forecasts using Salesforce.
• Lead important commercial discussions including business reviews and contract negotiations.
• Collaborate with Customer Success for value delivery, Marketing for customer stories, and Product teams for feedback integration.
• Ensure data accuracy, forecasting discipline, and clear pipeline visibility throughout your portfolio.

Required Qualifications and Skills

• Fluency in both German (native-level) and English (professional level).
• Proven experience in account management, client expansions, renewals, or related customer-facing roles within SaaS or subscription businesses.
• Strong value-based selling mindset, focused on aligning customer goals with product value.
• Solid understanding of financial metrics such as P&L, retention rates, net revenue retention, upselling, and cross-selling methodologies.
• Commercial acumen paired with the ability to translate product benefits into customer impact.
• Competent in managing large portfolios and maintaining precise data in CRM systems like Salesforce.
• Exceptional communication, stakeholder management, and negotiation skills.
• Capable of analyzing account performance data and accurately forecasting renewal outcomes.
• Ability to work collaboratively across teams in a fast-paced, targets-driven environment.
• Knowledge of digital advertising and search marketing is advantageous.

Benefits and Perks

• Competitive salary with performance-related bonus.
• Company pension scheme contributing 4% of gross salary without employee matching.
• Initial 20 days annual leave, increasing by 8 days after six months continuous service.
• Two paid volunteering days per year to support causes important to you.
• Access to robust learning and career development through Trustpilot Academy and Blinkist subscriptions.
• Monthly €44 benefit-in-kind redeemable for health care, accommodations, travel, gym membership, or other expenses.
• Additional monthly health allowance of €50 to support wellbeing.
• Full access to Headspace mindfulness app and a 24/7 Employee Assistance Programme for mental health support.
• Work from a modern office in a prime Hamburg location with scenic views of the Alster.

Equal Opportunity Commitment

Trustpilot values diversity and inclusion, encouraging applicants from all backgrounds. Adjustments to the application or recruitment process are available for candidates with disabilities upon request.