Enterprise Customer Success Manager

What you'll be doing:

• Onboarding & Activation: Lead post sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
• Adoption & Value Realisation: Drive measurable business adoption across your customer portfolio to deliver tangible results.
• Retention & Churn reduction: Achieve a high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
• Customer Experience & NPS: Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
• Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.
• Customer Advocacy: Partner with Marketing to identify case study, testimonial, and reference opportunities.
• Voice of the Customer: Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.
• Operational Excellence: Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.

Who you are:

• You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment.
• Proven ability to drive product adoption, customer satisfaction (NPS), and retention results.
• Technically confident and able to guide customers through setup, usage, and best practices.
• Strong communication and relationship building skills across multiple stakeholder levels.
• Comfortable working with data and insights to identify trends, risks, and opportunities.
• Highly organised with excellent follow through and attention to detail.
• Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value.
• A genuine passion for helping 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 hybrid work setup (3 days in our Central London office, 2 remote)
• Competitive base salary with an uncapped commission structure + company bonus
• 25 days holiday plus 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 through the Trustpilot Academy, LinkedIn Learning 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 (worth £495 in waived fees)

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.

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If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team () quoting the role you wish to apply for.