Customer Success Manager: Onboarding & Adoption

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

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.