Director Customer Success

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 independent consumer 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 a Director of Customer Success, you will lead the UK Customer Success organisation responsible for onboarding, adoption, retention, and advocacy.

Your core responsibility will be to be the ultimate owner of Business Adoption and Gross Renewal Rate (GRR). Your efforts will be guided by the Net Promoter Score (NPS), which serves as the North Star for measuring customer satisfaction and loyalty.

Your mission is to establish scalable leadership capabilities and refine processes to ensure that customer success is repeatable, measurable, and authentically delivered. You will shape the overall customer strategy, develop leadership talent, and implement scalable processes that guarantee measurable, consistent customer success.

• Customer Success Leadership:
  Lead regional Customer Success teams to deliver exceptional onboarding, adoption, and retention experiences.
• Adoption & Retention:
  Achieve strong Business Adoption and Gross Renewal Rate (GRR) by embedding proactive engagement and success planning across the team.
• Customer Experience & NPS:
  Drive continuous improvement in Net Promoter Score (NPS) through consistent customer engagement and service excellence.
• Operational Excellence:
  Implement consistent success planning, onboarding standards, and customer health tracking.
• Cross-Functional Collaboration:
  
  Partner with Account Management, Product, and Marketing to align on outcomes, case studies, and customer insights.
• Team Development:
  Coach and develop Customer Success Managers and team leaders to build scalable capability and engagement.
• Customer Insights & Reporting:
  Use customer health data and feedback to identify trends and improvement opportunities.
• Process Improvement:
  Continuously enhance frameworks and playbooks to improve impact, efficiency, and customer satisfaction.

• SaaS Leadership:
  You’ve successfully led Customer Success or post-sales functions in a fast-paced technology environment.
• A Proven Track Record:
  You have a history of driving high GRR and NPS through scalable processes and inspired team leadership.
• Methodology Mastery:
  You have a deep understanding of customer lifecycle management and the latest success methodologies.
• Influence & Connection:
  You’re a master communicator who can align diverse, cross-functional stakeholders around shared customer goals.
• Strategic Data Literacy:
  You are analytical by nature, with the ability to translate complex data sets into clear, strategic actions.
• Multi-Market
  
  Experience:
  
  You’re an expert at leading diverse teams across different markets, maintaining high engagement and impact regardless of geography.
• Trust Mindset:
  You are an empathetic, forward-thinking leader who perfectly balances customer value with commercial performance.
• A Passion for Improvement:
  You never settle. You’re innovative and constantly looking for ways to improve the customer journey.

• Our sales teams are highly collaborative. We’re a great place to work if you enjoy seeing your contributions recognised
• Our culture is dynamic, and our employees grow as we do. You’ll have plenty of personal development opportunities thanks to our in-house L&D team and individual career mapping
• Creative thinkers. We want our employees to be creative and always champion new ways of working

• A hybrid work set-up (3 days in the office, 2 days remote)
• Competitive base salary with an uncapped commission structure + company bonus
• 25 days holiday per year, increasing to 28 days after 2 years of continuous employment
• 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 and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full…