Strategic Enterprise CSM - Onboarding & Growth

Trustpilot, Inc.; Denver (CO); On-site; USD 95,000 - 108,000; Full time

Benefits offered by this job

Health insurance

401k matching

Volunteer days

Learning & development

Parental leave

Job summary

Trustpilot in Denver seeks a Senior Customer Success Manager to own a portfolio of enterprise customers, ensuring strategic value through onboarding, deep product adoption, and high-value retention. You will drive executive-level engagement, advocate for customers, and collaborate with Product/Engineering to shape the roadmap.

The role emphasizes leading complex implementations, achieving measurable business impact, and maintaining exceptional customer health across a high-value book of business.

Qualifications

• 5+ years of experience in Customer Success or Account Management for Enterprise or Strategic customers in SaaS/tech.
• Proven ability to drive product adoption, customer satisfaction (NPS), and high-value retention.
• Able to guide enterprise customers through complex setups and integrations.
• Excellent communication and executive relationship-building across C-suite.

Responsibilities

• Lead post-sale onboarding and complex setup across multi-stakeholder environments.
• Drive measurable product adoption and value realization for executive sponsors.
• Maintain high health and high renewal rates for a large book of business.
• Drive high NPS and customer advocacy across your portfolio.
• Escalate commercial or billing matters when needed.
• Partner with Marketing to source case studies and references from flagship accounts.
• Share structured customer feedback with Product/Engineering for roadmap input.
• Maintain accurate health metrics and formal success plans in CRM.

Skills

Executive relationship building

Product adoption

Customer success management

Onboarding

Data analysis

CRM

Tools

CRM systems

Job description

Trustpilot in Denver seeks a Senior Customer Success Manager to own a portfolio of enterprise customers, ensuring strategic value through onboarding, deep product adoption, and high-value retention. You will drive executive-level engagement, advocate for customers, and collaborate with Product/Engineering to shape the roadmap.

The role emphasizes leading complex implementations, achieving measurable business impact, and maintaining exceptional customer health across a high-value book of business.