Manager of Customer Success, Trustpilot
$120-135k
+ Commission structure
Consumer review website
Be an early applicant
Consumer review website
1001+ employees
Be an early applicant
$120-135k
+ 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 leading a Customer Success or post-sales team in a SaaS or technology environment
- Proven success driving customer adoption, satisfaction, and retention at scale
- Deep understanding of customer lifecycle management and success planning frameworks
- Strong data literacy and ability to interpret customer health metrics and operational KPIs
- Excellent communication and influencing skills, able to align cross-functional stakeholders around customer outcomes
- Experience using CRM and Customer Success tools (Salesforce, Gainsight, ChurnZero or similar)
- Empathetic, organized, and commercially minded leader who builds trust and drives accountability
What the job involves
- As a Manager, Customer Success, you lead a team of Customer Success Managers who own customer value, adoption, and retention across our mid-market segment
- Your primary focus is ensuring customers achieve measurable success and remain long-term advocates for Trustpilot
- You are accountable for the team’s customer outcomes — driving Business Adoption, high Gross Renewal Rates (GRR) and Net Promoter Scores (NPS) through strong coaching, operational excellence, and cross-functional alignment with Account Management, Product, and Marketing
- Leadership & Coaching:
- Lead and develop a team of Customer Success Managers to deliver exceptional onboarding, adoption, and customer outcomes. Foster a culture of ownership, empathy, and continuous improvement
- Customer Retention & Health:
- Ensure the team proactively manages customer health and achieves high GRR and NPS results. Track and address risk indicators early to minimize churn
- Operational Excellence:
- Embed consistent processes for onboarding, success planning, and account reviews. Maintain accurate health and activity data in Salesforce
- Cross-Functional Collaboration:
- Partner with Account Management on renewals and expansions; with Marketing on customer advocacy and case studies; and with Product on Voice of the Customer feedback
- Insights & Reporting:
- Leverage customer data and dashboards to identify trends, measure impact, and communicate progress to leadership
- Talent Development:
- Recruit, onboard, and coach high-performing Customer Success Managers. Set clear goals, provide regular feedback, and create opportunities for growth
- Customer Experience Leadership:
- Champion the customer internally — ensuring product, process, and policy decisions are made with the customer impact in mind
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
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