Senior Account Manager

Trustpilot; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working options

Competitive compensation with variable

Quarterly commissions and annual bonus

25 days holiday

Volunteer days

Learning & development via Trustpilot/

Headspace access and EAP

Parental leave

Cycle to work

Job summary

Trustpilot is seeking a Senior Account Manager for the ANZ region in Melbourne. You will own a high-value book with market-leading customers and drive strategic partnerships that deliver measurable ROI.

You will lead renewals, expansion opportunities, and cross-functional collaboration with Product, Engineering and Marketing to tailor our roadmap for ANZ. A deep SaaS/marketing background and MEDDIC expertise are highly valued.

Qualifications

• Experience in customer success, account management, or customer support in SaaS/tech.
• Proficiency with MEDDIC and Salesforce is highly regarded.
• Proven ability to drive product adoption, customer satisfaction (NPS), and retention.
• Technically confident guiding customers through setup, usage and best practices.
• Strong communication and relationship-building across multiple stakeholder levels.
• Comfortable working with data to identify trends, risks and opportunities.
• Collaborative team player with Product, Marketing and Account Managers.
• Understanding of the digital advertising/digital marketing industry is preferred.
• Commercial acumen with revenue targets and ROI-based selling.
• Strategic planning with account plans and stakeholder maps.

Responsibilities

• Develop and maintain executive-level relationships to position Trustpilot as a strategic partner.
• Navigate large enterprise structures to identify decision-makers and influence at the C-suite.
• Own end-to-end renewal process and mitigate churn risks and competitor threats.
• Drive portfolio growth through upsell and cross-sell to improve Net Revenue Retention.
• Forecast with deep financial acumen and ensure accuracy in Salesforce.
• Collaborate with Customer Success, Product and Engineering to align roadmaps with ANZ needs.

Skills

Strategic partnerships

Executive relationships

MEDDIC methodology

Relationship building

Cross-functional leadership

Data-driven decisions

Communication

ROI-based selling

Tools

Salesforce

Job description

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 Senior Account Manager for the ANZ region, you will fully own your book of business, managing a high-value portfolio of market-leading customers, including iconic brands such as Canva, Wesfarmers, and Medibank. Your mission is to move beyond a vendor relationship, positioning yourself as a strategic partner who drives measurable business value and long-term ROI. You will be the commercial lead for our growth in the ANZ region, requiring sophisticated navigation of large-scale, complex organizations to unlock and drive new growth opportunities.

What you'll be doing:

• Strategic Partnership & Influence: Develop and maintain executive-level relationships to position Trustpilot as a mission-critical partner.
• Organisational Navigation: Masterfully navigate large enterprise structures to identify key decision-makers and build influence at the C-suite level.
• Retention & Risk Mitigation: Own the end-to-end renewal process (GRR), proactively identifying and mitigating commercial churn risks or competitor threats.
• Portfolio Growth: Drive expansion through upsell and cross-sell opportunities to achieve strong Net Revenue Retention (NRR).
• Financial & Operational Excellence: Leverage deep financial acumen to understand client budget cycles and business metrics, ensuring accurate forecasting in Salesforce.
• Cross-Functional Leadership: Partner with Customer Success for value realisation and collaborate with Product and Engineering to align our roadmap with the technical requirements of the ANZ market.

Who you are:

• You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment.
• Proficiency in MEDDIC sales methodology and significant experience with Salesforce is highly regarded.
• 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.
• Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value.
• A good understanding of the digital advertising/search marketing industry – preferred.
• Commercial Acumen: Proven success in achieving revenue targets and a strong understanding of ROI-based selling.
• Strategic Planning: Skilled in building detailed account plans and stakeholder maps for complex, multi-layered organizations.
• Industry Knowledge: A deep understanding of the SaaS ecosystem, digital marketing, and how digital transformation drives business value within the ANZ market.

We are:

We are passionate about what we do. Our team is super collaborative, diverse, and it’s a fun place to work. Our culture is fast-paced, and our employees grow as we do. You’ll have plenty of personal development and coaching opportunities. We are ideas people. We encourage our employees to think outside the box and always champion new ways of working.

What's in it for you:

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package including quarterly commission and annual company bonus.
• 25 days holiday (plus public holidays)
• 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
• Superannuation, salary continuance and life insurance
• Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan
• Paid parental leave
• Cycle to work scheme
• A buzzy office at 55 Collins Street with a fully stocked fridge and all the snacks and refreshments you can ask for There are also regular socials, lunches and fun offsite strategy sessions — and tons of opportunities to connect and have fun as a team

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 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 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.

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 ([e-mail]) quoting the role you wish to apply for.