Customer Success Manager

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 open customer 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 an Customer Success Manager, you support a portfolio of customers to ensure they onboard successfully, adopt Trustpilot effectively, and achieve measurable value from the platform.

You are accountable for driving strong Business Adoption and Gross Renewal Rate (GRR) within a structured, high-volume portfolio, with Net Promoter Score (NPS) tracked as a key measure of customer experience and satisfaction.

This role follows defined playbooks and processes to deliver consistent, repeatable customer success outcomes while developing your capability to manage more complex portfolios over time.

• Onboarding & Activation:
  Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
• Adoption & Value Realization:
  Drive measurable Business Adoption across your customer portfolio to deliver tangible results.
• Retention & Churn reduction:
  Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
• Retention & Churn Reduction:
  Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).
• Customer Experience & NPS:
  Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
• Customer Issue Resolution:
  Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.
• Customer Advocacy:
  Partner with Marketing to identify case study, testimonial, and reference opportunities.
• Voice of the Customer:
  Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.
• Operational Excellence:
  Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.

• 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.
• Technically confident and able to guide customers through setup, usage, and best practices.
• Strong communication and relationship-building skills across multiple stakeholder levels.
• Comfortable working with data and insights to identify trends, risks, and opportunities.
• Highly organized with excellent follow-through and attention to detail.
• Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value.
• A genuine passion for helping customers succeed and seeing measurable business impact.
• A good understanding of the digital advertising/search marketing industry - preferred.

• A competitive base salary ranging from $65, gross per year plus a competitive commission structure. The base salary range stated doesn't include any variable pay such as bonuses or commission, awards made under Trustpilot's equity program, or other benefits.
• A range of flexible working options to dedicate time to what matters to you
• 20 vacation days + 2 personal days +10 paid holidays per year
• Two (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, Linked In Learning and Blinkist
• Full health insurance
• 401k matching your contributions dollar-for-dollar up to 4% of your base salary
• 24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave for employees who have been employed for over 6 months with full full scope of benefit after 12 months
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
• A friendly, fun and open office complete with a gaming room and fully stocked fridge with ever changing snacks and drinks
• Communal lunch, extra treats and events in the month -- think ice cream carts, coffee bars and massages, to name a few

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