Customer Success Manager

Trustpilot, Inc.; Denver (CO); Hybrid; USD 65,000 - 77,000; Full time

Benefits offered by this job

Health insurance

Flexible work options

Vacation and holidays

401k matching

Wellness benefits (Headspace)

Parental leave

Job summary

Trustpilot, Inc. is seeking a Customer Success Manager to support a portfolio of customers, ensuring onboarding success and adoption of the platform.

You will drive gross renewal rate, monitor NPS, and act as the first line for onboarding, usage, and value realization. You will collaborate with Account Managers, Product, and Marketing to deliver customer value in a fast-growing SaaS environment.

Qualifications

• Must have experience in customer success, account management, or customer support roles in a SaaS or technology environment.
• 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.

Responsibilities

• Onboarding & Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
• Retention & Churn reduction: Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
• Retention & Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).
• Customer Experience & NPS: Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
• Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.
• Customer Advocacy: Partner with Marketing to identify case study, testimonial, and reference opportunities.
• Voice of the Customer: Collaborate with Product to share structured customer feedbackand insights that inform roadmap improvements.
• Operational Excellence: Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.

Skills

Customer success

Account management

SaaS experience

Data-driven

Communication

Relationship-building

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 an Customer Success Manager, you support a portfolio of customers to ensure they onboard successfully, adopt Trustpilot effectively, and achieve measurable value from the platform.

You are accountable for driving strong Business Adoption and Gross Renewal Rate (GRR) within a structured, high-volume portfolio, with Net Promoter Score (NPS) tracked as a key measure of customer experience and satisfaction.

This role follows defined playbooks and processes to deliver consistent, repeatable customer success outcomes while developing your capability to manage more complex portfolios over time.

What you'll be doing:

• Onboarding & Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
• Retention & Churn reduction: Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
• Retention & Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).
• Customer Experience & NPS: Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
• Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.
• Customer Advocacy: Partner with Marketing to identify case study, testimonial, and reference opportunities.
• Voice of the Customer: Collaborate with Product to share structured customer feedbackand insights that inform roadmap improvements.
• Operational Excellence: Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.

Who you are:

• You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment.
• 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.
• Highly organized with excellent follow-through and attention to detail.
• Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value.
• A genuine passion for helping customers succeed and seeing measurable business impact.
• A good understanding of the digital advertising/search marketing industry – preferred.

What’s in it for you

• A competitive base salary ranging from $65,000-77,000 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 under Trustpilot's equity program, or other benefits.
• 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
• 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, LinkedIn Learning 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 a gaming room and fully stocked fridge with ever changing snacks and drinks
• Communal lunch, extra treats and events in the month -- think ice cream carts, coffee bars and massages, to name a few

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 as well as how you will contribute to our working culture. So, even if you don’t feel 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 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. 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.