Customer Success Manager

Trustpilot, Inc.; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Success Manager to join their growing team in London. In this pivotal role, you will foster strong relationships with mid-market clients, ensuring they derive maximum value from the company's innovative solutions. Your expertise in account management will be crucial in driving customer retention and satisfaction, while also identifying upsell opportunities. This role offers a chance to work in a vibrant environment that values collaboration and personal growth, with a competitive compensation package and a range of flexible working options. If you're passionate about customer success and eager to make a meaningful impact, this opportunity could be the perfect fit for you.

Benefits

Flexible working options

Competitive compensation package + bonus

25 days holiday per year

Paid volunteering days

Learning and development opportunities

Pension and life insurance

Health cash plan

Paid parental leave

Cycle-to-work scheme

Access to discounts on various services

Qualifications

• 2+ years of account management experience with a focus on renewals.
• Ability to build strong relationships with stakeholders.

Responsibilities

• Establishing relationships to ensure customer satisfaction and contract renewals.
• Upselling products and discovering new revenue opportunities.

Skills

Account Management

Customer Retention

Communication Skills

Negotiation Skills

Stakeholder Management

Upselling

Education

Bachelor's Degree

Job description

Our vision is to be the universal symbol of trust, bringing consumers and businesses together through reviews. We are well on our way—but there’s still an exciting journey ahead. Join us at the heart of trust.

We are part of an exploding industry where we have conquered the global market and now due to expansion we are looking for a Customer Success Manager to join our Account Management function in London.

Our Customer Success team plays a crucial role in Trustpilot’s commitment to building trust and transparency between consumers and businesses around the world. The team is responsible for the after sales customer journey, making sure they are satisfied and use our product to its real value. In this role, you will be responsible for the customer retention for our UK based customers. You will be acting as a trusted advisor, developing long-term relationships and success plans for customers, ensuring that the maximum value is derived from Trustpilot’s products.

What you'll be doing:

• Establishing a relationship with all our customers that ensures customer’s overall satisfaction with Trustpilot products, in turn strengthening their adoption and ensuring contract renewal.
• Consistently giving a premium experience for our clients by understanding their business objectives, key KPIs and ensuring that Trustpilot delivers against them.
• Conveying best practice examples that drive ROI.
• Ensuring Trustpilot becomes the value adding partner in targeted accounts.
• Acting as a trusted adviser, advocating client needs back to Trustpilot’s internal support, product, engineering and sales teams.
• Successfully upselling Trustpilot’s products and discovering new revenue opportunities.
• Increasing renewal rates and reducing churn.
• Mapping various accounts in order to cross sell into other parts of their business.
• Influencing future lifetime value through higher product adoption, customer satisfaction and overall health scores.
• Successfully onboarding clients and ensuring they fully utilise their paid subscription.

Who you are:

• Experience managing a large portfolio of Mid-Market customer accounts with a focus on achieving a high renewal/retention rate.
• Ideally 2+ years of account management experience.
• Demonstrated experience with subscription based, renewal license models.
• Ability to build and maintain strong relationships with multiple stakeholders.
• Excellent communication and negotiation skills.
• Adept of uncovering new revenue opportunities.
• Possess a solid ability to manage tough conversations in a professional and solution-oriented manner.
• Experience with selling in a competitive environment.

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 not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you!

#LI-Hybrid #LI-TP1

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.

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