Remote Customer Success Manager: Adoption & Renewals

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

Benefits offered by this job

Health insurance

401k matching

Paid holidays

Volunteer days

Learning & development

Flexible work options

Job summary

Trustpilot Italia is seeking a Customer Success Manager to drive onboarding, adoption, and measurable value across a high-volume portfolio. You will work to optimize onboarding, adoption, and retention, while maintaining customer health and advocating for the customer within Trustpilot’s product and marketing teams.

You will collaborate with Account Managers, Product, and Marketing to deliver customer value, leverage data to identify risks and opportunities, and ensure premium customer

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 to guide customers through setup, usage, and best practices.

Responsibilities

• Onboarding & Activation: Lead post-sale onboarding and setup with strong adoption foundations.
• Adoption & Value Realization: Drive measurable business adoption across your portfolio.
• Retention & Churn reduction: Maintain high Gross Renewal Rate by proactive health management.
• Retention & Churn Reduction: Own customer health and recover at-risk accounts.
• Customer Experience & NPS: Drive satisfaction and advocacy with strong NPS results.
• Customer Issue Resolution: Serve as first point for onboarding/product usage issues; escalate billing matters as needed.
• Customer Advocacy: Collaborate with Marketing for case studies and references.
• Voice of the Customer: Share feedback to inform product roadmap.
• Operational Excellence: Maintain health metrics and success plans in CRM.

Skills

Customer success

Account management

SaaS experience

Data-driven

Communication

Relationship building

Tools

CRM software

Job description

Trustpilot Italia is seeking a Customer Success Manager to drive onboarding, adoption, and measurable value across a high-volume portfolio. You will work to optimize onboarding, adoption, and retention, while maintaining customer health and advocating for the customer within Trustpilot’s product and marketing teams.

You will collaborate with Account Managers, Product, and Marketing to deliver customer value, leverage data to identify risks and opportunities, and ensure premium customer