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.
What You'll Be Doing: - 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.
Who you are: - 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 environment.
- Proven ability to drive deep product adoption, customer satisfaction (NPS), and high-value retention results in a complex, multi-stakeholder sales and service environment.
- Technically proficient and able to guide Enterprise or strategic customers through complex setup, integration, advanced usage, and strategic best practices.
- Exceptional communication and executive relationship-building skills across multiple stakeholder levels, including C-suite.
- Comfortable working with large data sets and strategic business insights to identify trends, risks, and expansion opportunities within complex accounts.
- Highly organized with excellent follow-through and attention to detail.
- Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver comprehensive strategic customer value.
- A genuine passion for helping Enterprise or strategic customers succeed and seeing measurable business impact.
- A good understanding of the digital advertising/search marketing industry - preferred.
What's in it for you:- A competitive base salary range from $95,000-110,000. 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
- 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 though 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 salary 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 an onsite gym, gaming room and fully stocked fridge with ever changing snacks and drinks
- Regular treats and events throughout the year including massages in the office, happy hours and Rockies Open Day celebrations to name a few
- Dog friendly office space
