Customer Success Manager, Trustpilot
SMB Market
+ Bonus
Consumer review website
Job no longer available
Consumer review website
501-1000 employees
Job no longer available
+ Bonus
501-1000 employees
Company mission
To bring people and businesses closer together to create ever-improving experiences for everyone.
Role
Who you are
- Experience managing a vast portfolio of SME customer accounts (250+) with a focus on achieving a high renewal/retention rate
- Ideally 2+ years of account management experience
- Demonstrated experience with subscription based, renewal license models
- Ability to build and maintain strong relationships with multiple stakeholders
- Excellent communication and negotiation skills
- Adept of uncovering new revenue opportunities
- Possess a solid ability to manage tough conversations in a professional and solution-oriented manner
- Experience with selling in a competitive environment
What the job involves
- We are part of an exploding industry where we have conquered the global market and now due to expansion we are looking for a Customer Success Manager to join our SMB Account Management function in London
- Our Customer Success team plays a crucial role in Trustpilot’s commitment to building trust and transparency between consumers and businesses around the world
- The team is responsible for the after sales customer journey, making sure they are satisfied and use our product to its real value
- In this role, you will be responsible for the customer retention for our UK based customers
- You will be acting as a trusted advisor, developing long-term relationships and success plans for customers, ensuring that the maximum value is derived from Trustpilot’s products
- Establish a relationship with all our customers that ensures customer’s overall satisfaction with Trustpilot products, which will strengthen their adoption and ensure contract renewal
- Ensure a premium experience for our clients by understanding their business objectives, key KPIs and ensure that Trustpilot delivers against them
- Convey best practice examples that drive ROI
- Ensure Trustpilot becomes the value adding partner in targeted accounts
- Act as a trusted adviser, advocating client needs back to Trustpilot’s internal support, product, engineering and sales teams
- Successfully upsell Trustpilot’s products and discover new revenue opportunities
- Increase renewal rates and reduce churn
- Mapping various accounts in order to cross sell into other parts of their business
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Successfully onboard clients and ensure they fully utilise their paid subscription
Salary benchmarks
Our take
Fuelled by the rise of the consumer voice, Trustpilot started out from the vision that a brand's future is trust and transparency powered.
Since launching, Trustpilot has over 167 million reviews across the 714,000+ websites on its platform, with new reviews being added every single second. 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. The company is entering a new period of growth as it navigates a renewed strategic direction, fuelled by a successful IPO in 2021.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
41% female employees
1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2019
$55m
SERIES E
Jan 2017
$6.5m
LATE VC
Total funding: $178.4m
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 values
- Always With Integrity - We do the right thing, even when nobody’s watching
- Open To All - Everyone is embraced and included for who they are, and what they bring
- Collaborative - We work best when we work together
- Positively Human - We are genuine people that create the Trustpilot family
Company HQ
København K, København
Articles
Leadership
Peter H. Mühlmann
(CEO)Started the company when his parents started shopping online. At the time, they were studying at Aarhus University
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