Trustoo has scaled fast. Four countries, thousands of local service providers on the platform, and a Customer Success function that has done a serious job building real relationships and a working foundation. The opportunity now is to do more with what we've built.
We believe the next chapter of Customer Success is built on three things: AI-driven workflows that predict churn before it happens, automations that turn every customer signal into the right next action, and Customer Success Managers who focus their time on the conversations and decisions where human judgment and contact make the real difference.
We are seeking a visionary leader with deep Customer Success expertise who actively drives the AI transition. Someone who sees exactly what should be automated, what can be made smarter, and where people create value that technology cannot.
You own the Customer Success, ‘Existing Customers’, value stream end to end. That means full ownership of retention, expansion and customer health for our local service providers in NL, BEL, GER and ES. You lead a cross-functional team of around 25 people: Customer Success (15 to 20 CSMs across NL and GER, led through other leads rather than managed directly by you), CRM and email marketing, a Product Manager, developers and UX. You report directly to the founders and sit on the leadership team as a full member. In that role, you don't only represent Customer Success. You co-own the company's strategic direction and help set priorities across the business.
This is a role where strategy, technology and leadership come together. You are accountable for margin, churn, reclaims and Csat. You define what the function looks like 18 months from now and you lead the implementation. In addition, you develop your team: you grow the leads that report to you and create the conditions for people to do their best work, supported by the right technology.
Redesign the function around AI and automation. You design and deliver the AI-first operating model for Customer Success: automated health scoring and risk prediction, AI-assisted next best actions for CSMs, smart triage, and automated onboarding and reactivation flows. You and your team focus on human attention where it matters most. You set the AI roadmap together with the PM and engineering, and you measure progress in outcomes: retained customers, margin improvement, not activity.
Lead and develop your team. You manage the CS lead, and (dotted line) the Product Manager, Engineers and Designers in the Existing Customers value stream. You invest in developing your people and the leaders around you. You raise the bar on how leadership is practiced across both teams and markets.
Own margin, churn, reclaims, CSAT & health score. These are your north stars. You define the KPI framework, set targets per market, report progress to the leadership team monthly, and make clear decisions when trade-offs arise.
Drive a customer-centric approach across the value stream. CS insights structurally feed product and acquisition decisions, not as a quarterly report but as a continuous loop. You actively connect with Sales, Marketplace, Marketing and Product so the customer perspective shapes how we build and grow.
Shape Trustoo beyond your value stream. As a member of the leadership team, you actively shape Trustoo's direction beyond your own value stream. You contribute to company-wide priorities, support other leads, and help build the kind of company people are proud to work at.
