Data-Driven CSM: Adoption & Growth for SMB SaaS

Trustpilot, Inc.; London (KY); Hybrid; USD 73,000 - 100,000; Full time

Benefits offered by this job

Hybrid work setup (3 days in office)

Competitive base salary + commission

Company bonus

25 days holiday

Learning & development

Pension

Health plan

Headspace access

Parental leave

Cycle-to-work

Central London office

Team socials & events

Job summary

Trustpilot is looking for a Customer Success Manager to own a high-volume SMB portfolio, guiding onboarding, adoption, and value realization. You’ll leverage data to segment accounts, run targeted outreach, and partner with Marketing for case studies while coordinating with Product for feedback.

You’ll manage health metrics in CRM, drive retention, and scale enablement through webinars and automated messaging across the portfolio.

Qualifications

• Experience in Customer Success within a SaaS or tech environment.
• Strong data and analytics focus with usage metrics and health scores.
• Proven ability to prioritize and intervene across a large portfolio.
• Excellent communication with executives and operational stakeholders.

Responsibilities

• Onboard clients post-sale and drive value realization.
• Drive adoption and measurable business outcomes across your portfolio.
• Prioritize accounts using data to identify churn risk and opportunities.
• Maintain customer health scores and proactive recovery actions.
• Design mass outreach programs and run webinars to educate customers.

Skills

Customer Success

SaaS

Data analytics

Stakeholder management

Portfolio management

Tools

CRM systems

Job description

Trustpilot is looking for a Customer Success Manager to own a high-volume SMB portfolio, guiding onboarding, adoption, and value realization. You’ll leverage data to segment accounts, run targeted outreach, and partner with Marketing for case studies while coordinating with Product for feedback.

You’ll manage health metrics in CRM, drive retention, and scale enablement through webinars and automated messaging across the portfolio.