Customer Success Manager

What you'll be doing:

• Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
• Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
• Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).
• Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
• Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.
• Partner with Marketing to identify case study, testimonial, and reference opportunities.
• Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.
• Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.

Who you are:

• A SaaS Pedigree: You've built your career in Customer Success, Account Management, or Support within the tech world. You understand the pace of a fast growing software company.
• A Track Record of Impact: You have proven experience increasing product adoption, boosting NPS, and securing long term retention.
• Technical Knowledge: You're confident guiding customers through the "how to." Whether it's initial setup or optimising complex features, you make the technical feel accessible.
• Top Tier Communication: You're a bridge builder. You can navigate conversations across all levels, from day to day customers to senior stakeholders, with ease and clarity.
• Analytical Curiosity: You're comfortable with data. You can look at a dashboard, spot a trend, and turn those insights into a proactive strategy to mitigate risk or find new value.
• Sharp Organisational Skills: You thrive on detail with excellent follow through.
• A Collaborative Spirit: You're a true team player who loves working cross functionally with Product, Marketing, and Sales to create a seamless experience for our customers.
• A Passion for Success: You're genuinely motivated by seeing your customers win. You're driven by the tangible, measurable business impact your work creates.
• Industry Knowledge: Experience in digital advertising or search marketing is a big plus.

What's in it for you:

• A hybrid work set up (2 days in office, 3 remote)
• Competitive compensation package + bonus
• 25 days holiday per year, increasing to 28 days after 2 years of employment
• 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 are supported through the Trustpilot Academy and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Season ticket loan and a cycle to work scheme
• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
• Regular opportunities to connect and get to know your fellow Trusties, including company wide celebrations and events, ERG activities, and team socials.
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more.
• Independent financial advice and free standard professional mortgage broker advice
• Talent acceleration programs: Fast track your career with our tailored development programs designed to support growth at whatever stage of your career

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.