Customer Success Manager

Join Trustpilot, a profitable, high-growth FTSE-250 company on a mission to become the universal symbol of trust. As a Customer Success Manager, you will support a portfolio of customers, ensuring successful onboarding, effective adoption of Trustpilot, and measurable value from the platform. You will drive business adoption, maintain customer health, and achieve high gross renewal rates. This role offers a range of benefits, including maternity and paternity pay, a train travel scheme, work from home opportunities, and more.

• Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
• Drive measurable Business Adoption across your customer portfolio to deliver tangible results, achieving high Gross Renewal Rate (GRR).
• Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.

• 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!