Customer Success Manager, Trustpilot
$70k
+ Commission structure
Consumer review website
Job no longer available
Consumer review website
1001+ employees
Job no longer available
$70k
+ Commission structure
1001+ employees
Company mission
To bring people and businesses closer together to create ever-improving experiences for everyone.
Role
Who you are
- Experience in Customer Success, Account Management, Relationship Management experience in a SaaS company, experience in a digital marketing environment
- Professional communication skills, highly organized, collaborative and detail oriented
- Experience building and maintaining relationships while working to mitigate churn, promote engagement and revenue growth
- Professional leadership skills which inspire belief with our customers
- Willing to own customer success and act strategically in promoting long-term customer value
- Aspirational, and self-motivated team player who is comfortable working in a growing environment, and is ready to grow with a company and keep pace with our aspirational growth targets
- Enthusiasm for technology and for being a part of a fast-growing SaaS company
- We are Open to All, which means we want everyone to feel like they can 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 feel like you don't meet all the requirements, we'd still really like to hear from you!
What the job involves
- This candidate has a proven history of client retention and growth, is an expert in building consultative relationships and is responsible for ensuring that every Trustpilot customer has a knowledgeable, responsive and a personable main point of contact during their entire lifecycle
- Essentially, the CSM is responsible for renewing and expanding our current customer relationships, as well as encouraging goodwill throughout the Trustpilot client-base and larger community which can come in the form of client referrals, testimonials, and case studies
- Meet retention and renewal goals aligned to customer business outcomes, ensuring that customers meet their KPIs and realize the full value of the Trustpilot platform
- Stay current and develop new uses for Trustpilot’s innovative products and features that align with customer business needs and goals
- Promptly respond to and supervise pipeline, engagements, health and risk alerts through key tools, programs, and insights
- Organize and run the renewal process for a book of business consisting of roughly 150 customers of all sizes that generate $1.5M in annual revenue
- Own the success of assigned customers ensuring that they meet their KPIs and realize the full value of the Trustpilot platform and services by defining short, mid and long term Trustpilot goals and creating customer success plans to realize goals
- Reports to the Customer Success Team Manager
- Effectively handle and address customer issues throughout the post-sales engagement with the goal of increasing customer satisfaction
- Share achievement stories
- Regularly work alongside the Sales, Marketing, Support, Product, and Customer Implementation teams
Our take
Fuelled by the rise of the consumer voice, Trustpilot began with the vision that a brand's future is trust and transparency powered. Since launch, the site has hosted over 300 million reviews for hundreds of thousands of businesses.
The company works hard to make sure customers are reading reviews based on real experiences and take an active stance in combating fake reviews. This includes forming a partnership with Veriff to offer identity verification services to the community.
Trustpilot earns a majority of its revenue from companies that subscribe to its services. This enables companies to collect reviews at key moments in customer journeys, showcase their reviews elsewhere, and unlock customer insights. After a successful IPO back in 2021, the company has continued to grow and maintains it status as a trusted tool for consumers.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Mar 2019
$55m
SERIES E
Jan 2017
$7.3m
LATE VC
Total funding: $179.2m
Company benefits
- Maternity & Paternity pay
- Train travel scheme
- '20% time' - work on anything you’d like
- 28 days holiday (excl. bank holidays)
- Work from home opportunities
- Pension and life insurance
- Full access to Headspace
- Regular events and socials
- Health cash plan, online GP, 24/7, Employee Assistance Plan
- And more! (Varies by location)
Company HQ
København K, København
Leadership
Adrian Blair
(CEO)CEO of the company since 2023. Also Co-Founder and Chair at Circl. Former CBO at Cera, CEO at Dext and Global COO of JUST EAT.
Salary benchmarks
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