Small Business Account Manager

Trustpilot; New York (NY); On-site; USD 70,000 - 77,000; Full time

Benefits offered by this job

Health insurance

401k matching

Flexible working options

Dog-friendly office

Job summary

Trustpilot in New York seeks an Account Manager to own the end-to-end renewal process, deliver high GRR, and drive retention across a SaaS portfolio.

You’ll grow revenue through upsell and cross-sell, build detailed account plans and forecasts in Salesforce, and lead strategic conversations with customers.

Collaborate with Customer Success, Marketing, and Product to ensure value realization, while enjoying a competitive salary, health benefits, 401k matching, and flexible working options.

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, stakeholder management, and negotiation skills.
• Able to work cross-functionally in a fast-moving, target-driven environment.

Responsibilities

• Own end-to-end renewal process to deliver high GRR and retention.
• Drive growth through upsell and cross-sell to boost NRR.
• Build detailed account plans, stakeholder maps, and forecasts in Salesforce.
• Lead commercial conversations, including business reviews and contract discussions.
• Collaborate with Customer Success, Marketing, and Product for value realization and feedback.
• Ensure data accuracy, forecasting discipline, and pipeline visibility.

Skills

Account management

Retention & renewals

CRM systems

Negotiation

Cross-functional collaboration

Forecasting

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!

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 lau