Customer Success Manager, Trustpilot
$65-75k
Consumer review website
Be an early applicant
Consumer review website
1001+ employees
Be an early applicant
$65-75k
1001+ employees
Company mission
To bring people and businesses closer together to create ever-improving experiences for everyone.
Role
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 organized 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
- We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you!
What the job involves
- As a Customer Success Manager, you support a portfolio of customers to ensure they onboard successfully, adopt Trustpilot effectively, and achieve measurable value from the platform
- You are accountable for driving strong Business Adoption and Gross Renewal Rate (GRR) within a structured, high-volume portfolio, with Net Promoter Score (NPS) tracked as a key measure of customer experience and satisfaction
- This role follows defined playbooks and processes to deliver consistent, repeatable customer success outcomes while developing your capability to manage more complex portfolios over time
- Onboarding & Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption
- Adoption & Value Realization: Drive measurable Business Adoption across your customer portfolio to deliver tangible results
- Retention & Churn reduction: Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively
- Retention & Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR)
- 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
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
$7.2m
LATE VC
Total funding: $179.1m
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
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 24 more jobs at Trustpilot