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
Still not sure?We are Open to All, which means we want everyone to see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and are uncertain about meeting all the requirements, we'd still really like to hear from you!
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