Customer Success Manager

• 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 an 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

Benefits

• Maternity & Paternity pay
• Train travel scheme
• ‘20% time’ - work on anything you’d like
• Work from home opportunities
• Pension and life insurance
• 28 days holiday (excl. bank holidays)
• Full access to Headspace
• Regular events and socials
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• And more! (Varies by location)

• 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
• Strong communication and relationship-building skills across multiple stakeholder levels
• A good understanding of the digital advertising/search marketing industry – preferred
• Comfortable working with data and insights to identify trends, risks, and opportunities
• A genuine passion for helping customers succeed and seeing measurable business impact
• Technically confident and able to guide customers through setup, usage, and best practices
• Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value
• Highly organized with excellent follow-through and attention to detail
• Even if you don’t feel you don’t meet all the requirements, we’d still really like to hear from you!