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 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

This candidate has a proven history 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. Essentially, the CSM is responsible for renewing and expanding our current customer relationships, as well as encouraging goodwill throughout the Trustpilot client-base and larger community which can come in the form of client referrals, testimonials, and case studies.

What you'll be doing:

• Promote 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
• Effectively Supervise Customer Health
• • Promptly respond to and supervise pipeline, engagements, health and risk alerts through key tools, programs, and insights
• Organize 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 goals
• Reports to the Customer Success Team Manager
• Amplify the Voice of the Customer
• • Effectively handle and address customer issues throughout the post-sales engagement with the goal of increasing customer satisfaction
• Share achievement stories
• Regularly work alongside the Sales, Marketing, Support, Product, and Customer Implementation teams

Who you are:

• Experience in Customer Success, Account Management, Relationship Management experience in a SaaS company, experience in a digital marketing environment
• Professional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships while working to mitigate churn, promote engagement and revenue growth
• Professional leadership skills which inspire belief with our customers
• Willing to own customer success and act strategically in promoting long-term customer value
• Aspirational, and self-motivated team player who is comfortable working in a growing environment, and is ready to grow with a company and keep pace with our aspirational growth targets
• Enthusiasm for technology and for being a part of a fast-growing SaaS company

What's in it for you?

• A competitive base salary of $70,000 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 und
• 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
• 2 (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
• 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 an onsite gym, gaming room and fully stocked fridge with ever changing snacks and drinks
• Regular treats and events throughout the year including massages in the office, happy hours and Rockies Open Day celebrations, to name a few

Still not sure?

We are Open to All, which means we want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you

About us

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 300 million reviews and 64 million monthly active users on average across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we're headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.

We're driven by connection. It's at the heart of what we do. Our culture keeps things fresh –– it's built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we're proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose to help people and businesses help each other is a tall order, but we keep it real. We're a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you're ready to grow, let's go.

Join us at the heart of trust.

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.

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