Director of Customer Success, Trustpilot
United Kingdom
+ Uncapped commission structure and company bonus
3 days a week in office
Consumer review website
Be an early applicant
Consumer review website
1001+ employees
Be an early applicant
+ Uncapped commission structure and company bonus
3 days a week in office
1001+ employees
Company mission
To bring people and businesses closer together to create ever-improving experiences for everyone.
Role
Who you are
- SaaS Leadership: You’ve successfully led Customer Success or post-sales functions in a fast-paced technology environment
- A Proven Track Record: You have a history of driving high GRR and NPS through scalable processes and inspired team leadership
- Methodology Mastery: You have a deep understanding of customer lifecycle management and the latest success methodologies
- Influence & Connection: You’re a master communicator who can align diverse, cross-functional stakeholders around shared customer goals
- Strategic Data Literacy: You are analytical by nature, with the ability to translate complex data sets into clear, strategic actions
- Multi-Market Experience: You’re an expert at leading diverse teams across different markets, maintaining high engagement and impact regardless of geography
- Trust Mindset: You are an empathetic, forward-thinking leader who perfectly balances customer value with commercial performance
- A Passion for Improvement: You never settle. You’re innovative and constantly looking for ways to improve the customer journey
- 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
- As a Director of Customer Success, you will lead the UK Customer Success organisation responsible for onboarding, adoption, retention, and advocacy
- Your core responsibility will be to be the ultimate owner of Business Adoption and Gross Renewal Rate (GRR)
- Your efforts will be guided by the Net Promoter Score (NPS), which serves as the North Star for measuring customer satisfaction and loyalty
- Your mission is to establish scalable leadership capabilities and refine processes to ensure that customer success is repeatable, measurable, and authentically delivered
- You will shape the overall customer strategy, develop leadership talent, and implement scalable processes that guarantee measurable, consistent customer success
- Customer Success Leadership: Lead regional Customer Success teams to deliver exceptional onboarding, adoption, and retention experiences
- Adoption & Retention: Achieve strong Business Adoption and Gross Renewal Rate (GRR) by embedding proactive engagement and success planning across the team
- Customer Experience & NPS: Drive continuous improvement in Net Promoter Score (NPS) through consistent customer engagement and service excellence
- Operational Excellence: Implement consistent success planning, onboarding standards, and customer health tracking
- Cross-Functional Collaboration: Partner with Account Management, Product, and Marketing to align on outcomes, case studies, and customer insights
- Team Development: Coach and develop Customer Success Managers and team leaders to build scalable capability and engagement
- Customer Insights & Reporting: Use customer health data and feedback to identify trends and improvement opportunities
- Process Improvement: Continuously enhance frameworks and playbooks to improve impact, efficiency, and customer satisfaction
Salary benchmarks
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
$7.4m
LATE VC
Total funding: $179.3m
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.
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