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For Companies At a Glance
- Tasks: Build strong relationships with customers and ensure they get the most from Trustpilot's products.
- Company: Trustpilot connects consumers and businesses through reviews, promoting trust and transparency globally.
- Benefits: Enjoy flexible working, competitive pay, 25+ days holiday, and wellness perks like Headspace access.
- Why this job: Join a vibrant team dedicated to making a social impact while growing your career in a dynamic environment.
- Qualifications: 2+ years in account management, excellent communication skills, and a knack for building relationships.
- Other info: Diversity and inclusion are at our core; we welcome all backgrounds and experiences.
The predicted salary is between 32000 - 42000 £ per year.
Our vision is to be the universal symbol of trust, bringing consumers and businesses together through reviews. We are well on our way—but there’s still an exciting journey ahead. Join us at the heart of trust.
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 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.
What You'll Be Doing
- 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.
Who You Are
- Experience managing a large portfolio of SME customer accounts 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's in it for you?
- A range of flexible working options to dedicate time to what matters to you.
- Competitive compensation package + bonus.
- 25 days holiday per year, increasing to 28 days after 2 years of employment.
- 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 are supported through the Trustpilot Academy and Blinkist.
- Pension and life insurance.
- Health cash plan, online GP, 24/7, Employee Assistance Plan.
- Full access to Headspace, a popular mindfulness app to promote positive mental health.
- Paid parental leave.
- Season ticket loan and a cycle-to-work scheme.
- Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for.
- Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials.
- Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more.
- Independent financial advice and free standard professional mortgage broker advice.
- Talent acceleration programs: Fast-track your career with our tailored development programs designed to support growth at whatever stage of your career.
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.
Customer Success Manager - SMB employer: Trustpilot
Contact Detail:
Trustpilot Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - SMB
✨Tip Number 1
Familiarise yourself with Trustpilot's products and services. Understanding how they add value to customers will help you articulate your insights during interviews and demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Trustpilot on platforms like LinkedIn. Engaging in conversations can provide you with insider knowledge about the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 3
Prepare specific examples from your past experience that showcase your ability to manage customer relationships and drive retention. Highlighting your successes in similar roles will make you stand out as a candidate.
✨Tip Number 4
Stay updated on industry trends related to customer success and account management. Being able to discuss these trends during your interview will show that you are proactive and knowledgeable about the field.
We think you need these skills to ace Customer Success Manager - SMB
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Success Manager at Trustpilot. Highlight your experience in managing customer accounts and how it aligns with their focus on customer satisfaction and retention.
Tailor Your CV: Customise your CV to reflect the skills and experiences that are most relevant to the job description. Emphasise your account management experience, particularly in subscription-based models, and any achievements related to customer retention and upselling.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for building trust between consumers and businesses. Use specific examples from your past roles to demonstrate how you have successfully managed customer relationships and driven value for clients.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application reflects your ability to convey ideas clearly and effectively. Consider including examples of how you've navigated tough conversations or negotiations in a professional manner.
How to prepare for a job interview at Trustpilot
✨Understand Trustpilot's Vision
Before the interview, make sure you grasp Trustpilot's mission to be the universal symbol of trust. Familiarise yourself with their products and how they help businesses and consumers connect through reviews. This will show your genuine interest in the company and its goals.
✨Demonstrate Relationship-Building Skills
As a Customer Success Manager, you'll need to build strong relationships with clients. Prepare examples from your past experiences where you've successfully managed customer accounts, focusing on how you maintained satisfaction and retention. Highlight your ability to act as a trusted advisor.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss how you've handled tough conversations or challenges in previous roles. Trustpilot values solution-oriented professionals, so share specific instances where you turned a difficult situation into a positive outcome for the customer.
✨Prepare for Upselling Scenarios
Since upselling is part of the role, think of examples where you've identified new revenue opportunities within existing accounts. Be prepared to discuss your approach to understanding client needs and how you can align Trustpilot's offerings to meet those needs effectively.
