Enterprise Customer Success Lead

3M HEALTHCARE; London (OR); Hybrid; USD 74,000 - 108,000; Full time

Benefits offered by this job

Hybrid work setup

Competitive base salary + uncapped com

Company bonus

25 days holiday + volunteering days

Learning and development

Pension and life insurance

Health benefits

Parental leave

Cycle-to-work

Job summary

Trustpilot is hiring a Customer Success Manager in London. You will own your portfolio, guiding onboarding, adoption, and measurable outcomes to reduce churn and increase value. You’ll drive product adoption, maintain customer health, and advocate for customers while collaborating with Marketing, Product, and Account Managers.

The role emphasizes data-driven decisions, strong communication, and a passion for helping customers succeed within a fast-paced, hybrid work environment.

Qualifications

• Experience in customer success, account management, or customer support in a SaaS/tech 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 across multiple stakeholders.
• Comfortable working with data to identify trends, risks, and opportunities.
• Highly organized with excellent follow-through and attention to detail.
• Collaborative team player with Account Managers, Product, and Marketing to deliver customer value.
• Genuine passion for helping customers succeed and delivering measurable business impact.
• Good understanding of digital advertising/search marketing – preferred.

Responsibilities

• Onboarding & Activation: Lead post-sale onboarding and setup for adoption.
• Adoption & Value Realisation: Drive measurable business adoption across your portfolio.
• Retention & Churn reduction: Maintain high Gross Renewal Rate by monitoring health and risks.
• Retention & Churn Reduction: Identify risks and execute recovery actions to sustain GRR.
• Customer Experience & NPS: Drive satisfaction and advocacy, achieving strong NPS across portfolio.
• Customer Issue Resolution: Be first line for onboarding, usage, or product-value issues.
• Customer Advocacy: Collaborate with Marketing on case studies, testimonials, references.
• Voice of the Customer: Share feedback to inform roadmap with Product.
• Operational Excellence: Maintain health metrics and success plans in CRM.

Skills

Customer success

Account management

NPS

Data analysis

Communication

Cross-functional collaboration

Job description

Trustpilot is hiring a Customer Success Manager in London. You will own your portfolio, guiding onboarding, adoption, and measurable outcomes to reduce churn and increase value. You’ll drive product adoption, maintain customer health, and advocate for customers while collaborating with Marketing, Product, and Account Managers.

The role emphasizes data-driven decisions, strong communication, and a passion for helping customers succeed within a fast-paced, hybrid work environment.