Customer Success Manager

About the Role

This individual has a proven track record of client retention and growth, is an expert in building
consultative relationships and is responsible for ​ensuring that every Trustpilot customer has a
knowledgeable, responsive and a personable main point of contact during their entire lifecycle. Ultimately,
the CSM is responsible for renewing and expanding our current customer relationships, as well as
fostering goodwill throughout the Trustpilot client-base and larger community which can come in the
form of client referrals, testimonials, and case studies.

Core Responsibilities

  • Drive Customer Success and Trustpilot Success
    • Meet retention and renewal goals aligned to customer business outcomes, ensuring that customers meet their KPIs and realize the full value of the Trustpilot platform
    • Stay current and develop new uses for Trustpilot’s innovative products and features that
      align with customer business needs and goals
  • Proactively Manage Customer Health
    • Promptly respond to and manage pipeline, engagements, health and risk alerts through key tools, programs, and insights
    • Manage and run the renewal process for a book of business consisting of roughly 150 customers of all sizes that generate $1.5M in annual revenue
    • Own the success of assigned customers ensuring that they meet their KPIs and realize the full value of the Trustpilot platform and services by defining short, mid and long term Trustpilot goals and creating customer success plans to realize objectives
    • Reports to the Customer Success Team Manager
  • Amplify the Voice of the Customer
    • Proactively manage and address customer issues throughout the post-sales engagement with the goal of increasing customer satisfaction
    • Share success stories
    • Regularly work alongside the Sales, Marketing, Support, Product, and Customer Implementation teams

About You

  • 4 year degree​ required
  • 3-5 years Customer Success, Account Management, Relationship Management experience in a SaaS company, experience in a digital marketing environment preferred
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Experience building and maintaining relationships while working to mitigate churn, drive engagement and revenue growth
  • Strong leadership skills which inspire confidence with our customers
  • Willing to own customer success and act tenaciously in driving long-term customer value
  • Ambitious, and self-motivated team player who is comfortable working in a fast-paced environment, and is ready to grow with a company and keep pace with our ambitious growth targets
  • Passion for technology and for being a part of a fast-growing SaaS company

Check out our office on Built In New York!

Trustpilot is an online review-driven community and platform that builds relationships between consumers and businesses. Launched in 2007, Trustpilot has seen demand for its service rapidly increase, now providing close 300,000 businesses with TrustScores based on more than 65 million reviews. Trustpilot operates in 24 countries, with offices in the UK, US and Denmark. Enabling businesses to engage with customers directly, Trustpilot invites shoppers to provide reviews of their experiences, allowing for a more open conversation about business improvements based on personal feedback.

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.

#LI


See Inside the Office of Trustpilot

Founded in Denmark in 2007, Trustpilot exists to provide customers with insight they can trust as they navigate the sometimes murky waters of online commerce. Focused on their community-driven platform, Trustpilot helps customers find the best products and services by enabling honest reviews and recommendations, in turn drawing more customers to the best businesses.


Back to top