Manager of Customer Success

Location: Turbigo

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 a Manager, Customer Success, you lead a team of Customer Success Managers who own customer value, adoption, and retention across our Italian market.
Your primary focus is ensuring customers achieve measurable success and remain long-term advocates for Trustpilot. You are accountable for the team’s customer outcomes – driving Business Adoption, high Gross Renewal Rates (GRR) and Net Promoter Scores (NPS) through strong coaching, operational excellence, and cross-functional alignment with Account Management, Product, and Marketing.
What you'll do:

Lead and develop a team of Customer Success Managers to deliver exceptional onboarding, adoption, and customer outcomes. Foster a culture of ownership, empathy, and continuous improvement.
Ensure the team proactively manages customer health and achieves high GRR and NPS results. Track and address risk indicators early to minimize churn.
Embed consistent processes for onboarding, success planning, and account reviews. Maintain accurate health and activity data in Salesforce.
Partner with Account Management on renewals and expansions; with Marketing on customer advocacy and case studies; and with Product on Voice of the Customer feedback.
Leverage customer data and dashboards to identify trends, measure impact, and communicate progress to leadership.
Recruit, onboard, and coach high-performing Customer Success Managers. Set clear goals, provide regular feedback, and create opportunities for growth.
Champion the customer internally – ensuring product, process, and policy decisions are made with the customer impact in mind.

What you'll bring:

Fluency in both Italian and English
Experience leading a Customer Success or post-sales team in a SaaS or technology environment.
Proven success driving customer adoption, satisfaction, and retention p understanding of customer lifecycle management and success planning frameworks.
Strong data literacy and ability to interpret customer health metrics and operational KPIs.
Excellent communication and influencing skills, able to align cross-functional stakeholders around customer outcomes.
Experience using CRM and Customer Success tools (Salesforce, Gainsight, Churn Zero or similar).
Empathetic, organized, and commercially minded leader who builds trust and drives accountability

What's in it for you:

Hybrid working model 2/3 days on site in our Milan office and the rest working from home
Multiple opportunities throughout the year to visit our international headquarters in Copenhagen for trainings, meetings and team events
Tailored leadership development program consisting of workshops, coaching opportunities, and structured feedback mechanisms to enable world-class leadership
A lucrative commission structure, company bonus and benefits
22 days annual leave; after 12 months of continuous service you will be entitled to 3 days extra annual leave
2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
At Trustpilot we care about your well-being; you will have full access to apps such as Headspace & Blinkist
On-Target Earnings (OTE): 75,750€ – 89,000€ at 100% of target
Variable compensation represents 20% of OTE and comprises a company bonus and OTC (On Target Commission).

We want everyone to feel welcome ’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!
Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.
Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (tale).
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