Small Business Account Manager

Trustpilot Italia; New York (NY); Hybrid; USD 70,000 - 77,000; Full time

Benefits offered by this job

Competitive pay

Flexible work options

Health insurance

401k matching

Job summary

Trustpilot is seeking an SMB Account Manager to retain and grow a defined US portfolio. You’ll own renewals, drive account expansion, and position Trustpilot as a long-term partner delivering measurable value.

Collaborate with Customer Success to ensure adoption and revenue growth, while maintaining accurate Salesforce data and forecast accuracy. You’ll influence renewals, upsell opportunities, and cross-sell motions, contributing to strong GRR and improved Net Revenue Retention in a fast-moving

Qualifications

• Experience in account management, renewals, or a similar customer-facing role within a SaaS or subscription-based company.
• Strong understanding of retention, NRR, upsell, and cross-sell motions.
• Excellent communication and negotiation skills.
• Ability to manage a large portfolio and keep accurate data in CRM systems.

Responsibilities

• Own the end-to-end renewal process and drive strong GRR.
• Grow the portfolio through upsell and cross-sell to improve NRR.
• Create and maintain detailed account plans and forecasts in Salesforce.
• Lead commercial conversations, business reviews, and contract discussions.
• Collaborate with Customer Success, Marketing, and Product to realize value.

Skills

Account management

Renewals

NRR

Upsell

Cross-sell

CRM

Tools

Salesforce

Job description

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!

As a SMB Account Manager, you are responsible for retaining and growing a defined portfolio of existing customers in the US market. You act as the commercial owner of each relationship - driving renewals, expanding accounts, and positioning Trustpilot as a long-term partner that delivers measurable business value.

You combine commercial acumen with relationship depth, collaborating closely with Customer Success Managers to ensure adoption, satisfaction, and sustainable revenue growth.

You are accountable for contributing to strong Gross Renewal Rate (GRR) and Net Revenue Retention (NRR) results by executing defined renewal processes, maintaining Salesforce accuracy, and supporting customers to achieve measurable value.

What You'll Be Doing

• Retention & Renewal: Own the end-to-end renewal process, delivering high Gross Renewal Rates (GRR) and predictable retention.
• Growth & NRR: Drive portfolio expansion through upsell and cross-sell to achieve strong Net Revenue Retention (NRR) and overall portfolio growth.
• Account Planning: Build and maintain detailed account plans, stakeholder maps, and accurate forecasts in Salesforce.
• Customer Engagement: Lead commercial and strategic conversations, including business reviews and contract discussions.
• Cross-Functional Collaboration: Partner with Customer Success to ensure value realization, with Marketing on customer stories, and with Product on feedback loops.
• Operational Excellence: Ensure accurate data, forecasting discipline, and pipeline visibility across your portfolio.

Who You Are

• You have experience in account management, renewals, or a similar customer-facing role within a SaaS or subscription-based company.
• Strong understanding of retention, NRR, upsell, and cross-sell motions.
• Solid commercial awareness with the ability to link product value to customer outcomes.
• Skilled at managing a large portfolio and keeping accurate account data in CRM systems.
• Excellent communication, stakeholder management, and negotiation skills.
• Comfortable analysing account performance data and forecasting renewals.
• Able to work cross-functionally and thrive in a fast-moving, target-driven environment.
• A good understanding of the digital advertising/search marketing industry - preferred.

What’s In It For You

• A competitive base salary of $70,000-77,000 gross per year (depending on level and experience), plus a competitive commission structure. The base salary range stated doesn't include any variable pay such as bonuses or commission, or other benefits.
• A range of flexible working options to dedicate time to what matters to you
• 20 vacation days + 2 personal days +10 paid holidays per year
• Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities supported through the Trustpilot Academy, and Blinkist
• Full health insurance
• 401k matching your contributions dollar-for-dollar up to 4% of your base salary
• 24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave for employees who have been employed for over 6 months with full full scope of benefit after 12 months
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
• A friendly, fun and open office complete with a rooftop, gaming room and fully stocked fridge with ever changing snacks and drinks
• Dog friendly office

Still unsure?

We want everyone to feel welcome at Trustpilot. We’re excited to hear about your experiences and how you can help us create a great culture for our team. So don’t worry if you don’t tick every single box - we’d still love to hear from you!

About Us

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever - to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial - we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.

We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh - it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you - we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.

Join us at the heart of trust.

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.

If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team ([e-mail]) quoting the role you wish to apply for.