5+ years in Customer Success or Account Management, focusing on Enterprise or Strategic customers in SaaS or tech environments.
Proven track record in driving product adoption and customer satisfaction (NPS) in complex settings.
Technically adept in guiding customers through setup, integration, and best practices.
Exceptional communication skills for building relationships with C-suite and other stakeholders.
Ability to analyze large data sets to identify trends and risks in customer accounts.
Highly organized with strong attention to detail and follow-through.
Collaborative team player, working effectively with cross-functional teams.
Responsibilities
Lead strategic onboarding and complex setup for high-value customers.
Drive measurable product adoption and deliver tangible results to executive sponsors.
Maintain high Gross Renewal Rate (GRR) by ensuring exceptional customer health and mitigating risks.
Achieve strong customer satisfaction and advocacy, reflected in high NPS scores.
Resolve complex customer issues related to product value and usage, escalating as necessary.
Cultivate high-profile case study and testimonial opportunities with flagship accounts.
Share structured customer feedback with Product and Engineering to inform roadmap improvements.
Maintain accurate health metrics and success plans in CRM for executive visibility.
Benefits
Flexible working options to balance personal and professional life.
20 vacation days, 2 personal days, and 10 paid holidays.
Two paid volunteering days annually to support community causes.
Rich learning and development opportunities through Trustpilot Academy and Blinkist.
Comprehensive health insurance coverage.
401k matching contributions up to 4% of base salary.
24/7 Employee Assistance Plan and access to Headspace for mental health support.
Paid parental leave after 6 months of employment, with full salary after 12 months.
Opportunities for team bonding through company events and socials.
A friendly, open office environment with amenities like a rooftop and gaming room.
Full Job Description
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 $95,000-108,000. 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 a rooftop, gaming room and fully stocked fridge with ever changing snacks and drinks
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!
