Account Manager

Trustpilot; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Flexible working options

Competitive compensation package + bonus

25 days holiday per year

Paid volunteering days

Pension and life insurance

Health cash plan

Access to Headspace

Season ticket loan

Company events and celebrations

Access to deals and discounts

Job summary

A leading consumer review platform in the UK is looking for a Mid-Market Account Manager to manage a defined portfolio of customers. Responsibilities include driving renewals, expanding accounts, and ensuring customer satisfaction. The ideal candidate should have experience in account management in a SaaS environment and strong communication skills. You will collaborate with cross-functional teams to deliver measurable value and achieve high gross renewal rates. Competitive compensation and flexible working options are offered.

Qualifications

• Experience in renewals or customer-facing role in SaaS.
• Solid commercial awareness linking product value to outcomes.
• Ability to manage large portfolios and keep accurate account data.
• Experience managing a large portfolio and CRM data.
• Excellent communication and negotiation skills.
• Comfort with analysing account performance and forecasting renewals.
• Able to work cross-functionally in a fast-moving environment.
• Good understanding of digital advertising / search marketing – preferred.

Responsibilities

• Own the end-to-end renewal process delivering high GRR.
• Drive portfolio expansion through upsell and cross-sell.
• Build detailed account plans and accurate forecasts in Salesforce.
• Lead commercial conversations, including business reviews and contract discussions.
• Partner with Customer Success, Marketing and Product to ensure value realization and feedback.
• Maintain data accuracy, forecasting discipline, and pipeline visibility.

Skills

Account management experience

Strong communication skills

Negotiation skills

CRM proficiency

Cross-sell

Forecasting

CRM systems

Negotiation

Stakeholder management

SaaS

Salesforce

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 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 Mid-Market Account Manager, you are responsible for retaining and growing a defined portfolio of existing customers in the UK market. You act as the commercial owner of each relationship — driving renewals, expanding accounts, and positioning Trustpilot as a long-term partner that delivers measurable business value.

You combine commercial acumen with relationship depth, collaborating closely with Customer Success Managers to ensure adoption, satisfaction, and sustainable revenue growth.

You are accountable for contributing to strong Gross Renewal Rate (GRR) and Net Revenue Retention (NRR) results by executing defined renewal processes, maintaining Salesforce accuracy, and supporting customers to achieve measurable value.

This role combines hands‑on learning, customer interaction, and operational excellence.

What you'll be doing:

• Retention & Renewal: Own the end-to-end renewal process, delivering high Gross Renewal Rates (GRR) and predictable retention.
• Growth & NRR: Drive portfolio expansion through upsell and cross‑sell to achieve strong Net Revenue Retention (NRR) and overall portfolio growth.
• Account Planning: Build and maintain detailed account plans, stakeholder maps, and accurate forecasts in Salesforce.
• Customer Engagement: Lead commercial and strategic conversations, including business reviews and contract discussions.
• Cross‑Functional Collaboration: Partner with Customer Success to ensure value realization, with Marketing on customer stories, and with Product on feedback loops.
• Operational Excellence: Ensure accurate data, forecasting discipline, and pipeline visibility across your portfolio.

Who you are:

• You have experience in account management, renewals, or a similar customer‑facing role within a SaaS or subscription‑based company.
• Strong understanding of retention, NRR, upsell, and cross‑sell motions.
• Solid commercial awareness with the ability to link product value to customer outcomes.
• Skilled at managing a large portfolio and keeping accurate account data in CRM systems.
• Excellent communication, stakeholder management, and negotiation skills.
• Comfortable analysing account performance data and forecasting renewals.
• Able to work cross‑functionally and thrive in a fast‑moving, target‑driven environment.
• A good understanding of the digital advertising/search marketing industry – preferred.

What’s in it for you:

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package + bonus
• 25 days holiday per year, increasing to 28 days after 2 years of 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 are supported through the Trustpilot Academy and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Season ticket loan and a cycle‑to‑work scheme
• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
• Regular opportunities to connect and get to know your fellow Trusties, including company‑wide celebrations and events, ERG activities, and team socials.
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more.
• Independent financial advice and free standard professional mortgage broker advice
• Talent acceleration programs: Fast‑track your career with our tailored development programs designed to support growth at whatever stage of your career

Still unsure?

We want everyone to feel welcome at Trustpilot. We’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!

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.

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.

Any offer of employment for this position will be subject to our standard background checks.