Senior Customer Success Manager

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

• As a Senior Customer Success Manager, you are the strategic value owner and trusted advisor for your portfolio of complex, high-value customers


• You are responsible for ensuring every strategic customer achieves maximum success with Trustpilot — from advanced onboarding and driving deep product adoption to realizing measurable, C-level results and building strong advocacy relationships


• Your mission is to drive strategic product adoption across large organizations, strengthen enterprise-level customer health, and maximize high-value retention, ensuring our largest customers realize ongoing, transformative value and remain deeply engaged, satisfied partners


• Strategic Onboarding & Activation: Lead and architect post-sale onboarding and complex setup across multi-stakeholder environments, ensuring a strong, accelerated foundation for product adoption at scale


• Adoption & Strategic Value Realization: Drive measurable Business Adoption across your high-value customer portfolio, demonstrating and delivering tangible results to executive sponsors


• Retention & Churn Reduction: Achieve a high Gross Renewal Rate (GRR) for your high-value book of business by maintaining exceptional customer health, proactively identifying and mitigating systemic risks with a strategic recovery plan


• Customer Experience & NPS: Drive high customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your high-value portfolio


• Customer Issue Resolution: Act as the strategic first line for complex customer issues related to deep product value, platform usage, or strategic alignment, escalating commercial or billing matters to the Account Manager


• Customer Advocacy: Partner with Marketing to identify and cultivate high-profile case study, testimonial, and reference opportunities from your flagship accounts


• Voice of the Customer: Collaborate with Product and Engineering to share structured, high-priority enterprise customer feedback and strategic insights that directly inform roadmap improvements


• Operational Excellence: Maintain accurate health metrics, strategic notes, and formal success plans in CRM for comprehensive, executive-level portfolio visibility

Benefits

• Maternity & Paternity pay


• Train travel scheme


• ‘20% time’ - work on anything you’d like


• Work from home opportunities


• Pension and life insurance


• 28 days holiday (excl. bank holidays)


• Full access to Headspace


• Regular events and socials


• Health cash plan, online GP, 24/7, Employee Assistance Plan


• And more! (Varies by location)

You have significant experience (5+ years) in Customer Success or Account Management, specifically managing a portfolio of Enterprise or Strategic customers in a SaaS or technology environmentTechnically proficient and able to guide Enterprise or strategic customers through complex setup, integration, advanced usage, and strategic best practicesCollaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver comprehensive strategic customer valueA genuine passion for helping Enterprise or strategic customers succeed and seeing measurable business impactExceptional communication and executive relationship-building skills across multiple stakeholder levels, including C-suiteProven ability to drive deep product adoption, customer satisfaction (NPS), and high-value retention results in a complex, multi-stakeholder sales and service environmentComfortable working with large data sets and strategic business insights to identify trends, risks, and expansion opportunities within complex accountsA good understanding of the digital advertising/search marketing industry – preferredHighly organized with excellent follow-through and attention to detail