Senior Enterprise CSM — Adoption & Growth

Trustpilot, Inc.; New York (NY); Remote; USD 95,000 - 108,000; Full time

Benefits offered by this job

Health insurance

401k matching

Volunteering days

Headspace access

Parental leave

Professional development

Job summary

Trustpilot is seeking a Senior Customer Success Manager to own strategic customer success for a high-value portfolio. You will lead onboarding, drive deep product adoption, and deliver measurable business outcomes for executive sponsors.

You will maintain strong relationships, guide complex setups, and collaborate with Product and Marketing to amplify advocacy. A focus on NPS, retention, and strategic value is essential in this role.

Qualifications

• 5+ years of customer success or account management experience with enterprise or strategic customers in a SaaS/tech environment.
• Proven ability to drive product adoption, customer satisfaction (NPS) and high-value retention.

Responsibilities

• Lead onboarding and complex setup across multi-stakeholder environments for rapid product adoption.
• Drive measurable business adoption and value realization for executive sponsors.
• Maintain high customer health and low churn through proactive risk management and recovery plans.
• Achieve high Net Promoter Score and customer advocacy across your portfolio.
• Escalate commercial or billing matters to the Account Manager when needed.
• Collaborate with Marketing to develop case studies, testimonials and references from flagship accounts.
• Provide Voice of the Customer insights to Product and Engineering to influence roadmap.

Skills

Customer Success

Account Management

Executive relationships

SaaS experience

Data analysis

Cross-functional collaboration

Job description

Trustpilot is seeking a Senior Customer Success Manager to own strategic customer success for a high-value portfolio. You will lead onboarding, drive deep product adoption, and deliver measurable business outcomes for executive sponsors.

You will maintain strong relationships, guide complex setups, and collaborate with Product and Marketing to amplify advocacy. A focus on NPS, retention, and strategic value is essential in this role.