Enterprise CSM: Lead Adoption, Retention & Value

Trustpilot; New York (NY); Remote; USD 110,000 - 165,000; Full time

Benefits offered by this job

Maternity & Paternity pay

Train travel scheme

20% time" - work on anything you’dlike

Work from home opportunities

Pension and life insurance

28 days holiday (excl. bank holidays)

Headspace access

Regular events and socials

Health cash plan and 24/7 Employee hel

Job summary

Trustpilot is seeking a Senior Customer Success Manager in New York to own a portfolio of high-value customers. You will lead strategic onboarding, drive product adoption, and deliver measurable business value for executive sponsors.

You will ensure strong customer health, renewals, and advocacy while collaborating with cross-functional teams to capture feedback and influence product roadmaps. Strong communication and data-driven insight are essential.

Qualifications

• 5+ years in Customer Success or Account Management with enterprise/s strategic customers.
• Technically proficient in guiding complex onboarding, integration, and usage.
• Collaborative team player across Account Managers, Product, and Marketing.

Responsibilities

• Strategic onboarding and activation across multi-stakeholder environments.
• Drive measurable adoption and real value for executive sponsors.
• Maintain high gross renewal rate through proactive health and risk mitigation.
• Drive customer satisfaction and advocacy, including high NPS scores.
• Lead escalation for complex issues and coordinate with Account Manager for resolution.
• Partner with Marketing to develop case studies and references from flagship accounts.
• Provide Voice of the Customer to Product/Engineering for roadmap input.
• Maintain accurate health metrics and formal success plans in CRM.

Skills

Customer success

Account management

Executive relationships

Product adoption

Data analysis

Job description

Trustpilot is seeking a Senior Customer Success Manager in New York to own a portfolio of high-value customers. You will lead strategic onboarding, drive product adoption, and deliver measurable business value for executive sponsors.

You will ensure strong customer health, renewals, and advocacy while collaborating with cross-functional teams to capture feedback and influence product roadmaps. Strong communication and data-driven insight are essential.