Compensation
This employer didn't list pay. Model a likely range with the calculator.
Model this offer in the calculatorJob description
At Trustpilot we're on an incredible journey. We're a profitable high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform and while we've come a long way there's still so much exciting work to do. Come join us at the heart of trust!
As a Senior Customer Success Manager you are the strategic value owner and trusted advisor for your portfolio of complex high-value customers. You are responsible for ensuring every strategic customer achieves maximum success with Trustpilot — from advanced onboarding and driving deep product adoption to realizing measurable C-level results and building strong advocacy relationships. Your mission is to drive strategic product adoption across large organizations strengthen enterprise-level customer health and maximize high-value retention ensuring our largest customers realize ongoing transformative value and remain deeply engaged satisfied partners.
What You'll Be Doing:
- Strategic Onboarding & Activation: Lead and architect post-sale onboarding and complex setup across multi-stakeholder environments ensuring a strong accelerated foundation for product adoption at scale.
- Adoption & Strategic Value Realization: Drive measurable Business Adoption across your high-value customer portfolio demonstrating and delivering tangible results to executive sponsors.
- Retention & Churn Reduction: Achieve a high Gross Renewal Rate (GRR) for your high-value book of business by maintaining exceptional customer health proactively identifying and mitigating systemic risks with a strategic recovery plan.
- Customer Experience & NPS: Drive high customer satisfaction and advocacy achieving strong Net Promoter Score (NPS) results across your high-value portfolio.
- Customer Issue Resolution: Act as the strategic first line for complex customer issues related to deep product value platform usage or strategic alignment escalating commercial or billing matters to the Account Manager.
- Customer Advocacy: Partner with Marketing to identify and cultivate high-profile case study testimonial and reference opportunities from your flagship accounts.
- Voice of the Customer: Collaborate with Product and Engineering to share structured high-priority enterprise customer feedback and strategic insights that directly inform roadmap improvements.
- Operational Excellence: Maintain accurate health metrics strategic notes and formal success plans in CRM for comprehensive executive-level portfolio visibility.
Who you are:
- You have significant experience (5+ years) in Customer Success or Account Management specifically managing a portfolio of Enterprise or Strategic customers in a SaaS or technology environment.
- Proven ability to drive deep product adoption customer satisfaction (NPS) and high-value retention results in a complex multi-stakeholder sales and service environment.
- Technically proficient and able to guide Enterprise or strategic customers through complex setup integration advanced usage and strategic best practices.
- Exceptional communication and executive relationship-building skills across multiple stakeholder levels including C-suite.
- Comfortable working with large data sets and strategic business insights to identify trends risks and expansion opportunities within complex accounts.
- Highly organized with excellent follow-through and attention to detail.
- Collaborative team player who enjoys working with Account Managers Product and Marketing to deliver comprehensive strategic customer value.
- A genuine passion for helping Enterprise or strategic customers succeed and seeing measurable business impact.
- A good understanding of the digital advertising/search marketing industry – preferred.
What's in it for you:
- A competitive base salary range from $95000-110000. The base salary range stated doesn't include any variable pay such as bonuses or commission or other benefits
- A range of flexible working options to dedicate time to what matters to you
- 20 vacation days + 2 personal days + 10 paid holidays
- Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
- Rich learning and development opportunities supported though the Trustpilot Academy and Blinkist
- Full health insurance
- 401k matching your contributions dollar-for-dollar up to 4% of your base salary
- 24/7 Employee Assistance Plan and full access to Headspace a popular mindfulness app to promote positive mental health
- Paid parental leave for employees who have been employed for over 6 months with full salary scope of benefit after 12 months
- Regular opportunities to connect and get to know your fellow Trusties including company-wide celebrations and events ERG activities and team socials
- A friendly fun and open office complete with an onsite gym gaming room and fully stocked fridge with ever changing snacks and drinks
- Regular treats and events throughout the year including massages in the office happy hours and Rockies Open Day celebrations to name a few
- Dog friendly office space
Still not sure?
We are Open to All which means we want everyone to 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 are uncertain about meeting all the requirements we'd still really like to hear from you!
#LI-JL1
About us
Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust bringing consumers and businesses together through reviews. Trustpilot is open independent and impartial — we help consumers make the right choices and businesses to build trust grow and improve.
Today we have more than 350 million reviews and 60 million monthly active users across the globe with 149 billion annual Trustpilot brand impressions and the numbers keep growing. We have more than 1000 employees and we’re headquartered in Copenhagen with operations in Amsterdam Denver Edinburgh Hamburg London Melbourne Milan and New York.
We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk we laugh we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.
Our purpose to help people and businesses help each other is a tall order but we keep it real. We’re a great bunch of humans doing awesome stuff without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow let’s go.
Join us at the heart of trust.
Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race ethnicity national origin religious beliefs gender identity or expression sexual orientation neurodiversity disability age parental or veteran status. Together we are the heart of trust.
Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.
If you have a disability and would like to discuss any adjustments you might need either in submitting your application or to the recruitment process more generally please let us know by contacting our Talent Acquisition Team ([email protected]) quoting the role you wish to apply for.
Skills Required
- 5+ years experience in Customer Success or Account Management managing Enterprise or Strategic customers in a SaaS or technology environment
- Proven ability to drive product adoption high NPS and high-value retention in complex multi-stakeholder environments
- Technical proficiency to guide enterprise customers through complex setup integrations and advanced usage
- Exceptional communication and executive relationship-building skills including C-suite engagement
- Ability to work with large data sets and generate strategic business insights to identify trends risks and expansion opportunities
- Highly organized with excellent follow-through and attention to detail
- Collaborative team player who partners with Account Management Product and Marketing
- Genuine passion for helping enterprise customers succeed and demonstrating measurable business impact
- Understanding of digital advertising and search marketing industry
What the Team is Saying
.jpg)
Trustpilot Compensation & Benefits Highlights
- Leave & Time Off Breadth—PTO provisions include roughly 20 vacation days plus personal days and paid holidays in the U.S. along with two paid volunteer days. This breadth offers multiple avenues to step away from work across holidays vacation and community service.
- Healthcare Strength—Offerings include comprehensive medical coverage with dental and vision mental‑health resources and virtual GP services. Coverage is described as inclusive and in some regions allows addition of family members.
- Retirement Support—U.S. roles include a 401(k) with a clear employer match and other markets reference a defined contribution pension scheme. Life insurance and related protections complement long‑term savings support.
Trustpilot Insights
What We Do
Hi. We’re Trustpilot. Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust bringing consumers and businesses together through reviews. Trustpilot is open independent and impartial — we help consumers make the right choices and businesses to build trust grow and improve. Today we have more than 300 million reviews and 67 million monthly active users across the globe with 127 billion annual Trustpilot brand impressions and the numbers keep growing.
Why Work With Us
We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk we laugh we collaborate and we respect each other. Our purpose to help people and businesses help each other is a tall order but we keep it real. Join us at the heart of trust.
Gallery
Trustpilot Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Balanced work-life environment with flexibility and the option to regularly work from home part of the week
Related roles