Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Build strong relationships with customers and ensure they get the most from Trustpilot's products.
- Company: Join Trustpilot, a global leader in building trust between consumers and businesses through reviews.
- Benefits: Enjoy flexible working, competitive pay, 25+ days holiday, and wellness perks like Headspace access.
- Why this job: Be part of a vibrant culture that values connection and offers growth opportunities in a booming industry.
- Qualifications: 2+ years in account management, excellent communication skills, and a knack for relationship building.
- Other info: Diversity and inclusion are at our core; we welcome all backgrounds to apply.
The predicted salary is between 36000 - 60000 £ 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
- Establishing a relationship with all our customers that ensures customer’s overall satisfaction with Trustpilot products, in turn strengthening their adoption and ensuring contract renewal.
- Consistently giving a premium experience for our clients by understanding their business objectives, key KPIs and ensuring that Trustpilot delivers against them.
- Conveying best practice examples that drive ROI.
- Ensuring Trustpilot becomes the value adding partner in targeted accounts.
- Acting as a trusted adviser, advocating client needs back to Trustpilot’s internal support, product, engineering and sales teams.
- Successfully upselling Trustpilot’s products and discovering new revenue opportunities.
- Increasing renewal rates and reducing churn.
- Mapping various accounts in order to cross sell into other parts of their business.
- Influencing future lifetime value through higher product adoption, customer satisfaction and overall health scores.
- Successfully onboarding clients and ensuring they fully utilise their paid subscription.
Who You Are
- Experience managing a large portfolio of Mid-Market 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.
Customer Success Manager employer: Trustpilot
Contact Detail:
Trustpilot Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨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, showcasing your ability to act as a trusted advisor.
✨Tip Number 2
Network with current or former employees of Trustpilot on platforms like LinkedIn. Engaging in conversations about their experiences can provide you with valuable insights into the company culture and expectations for the Customer Success Manager role.
✨Tip Number 3
Prepare specific examples from your past experience that demonstrate your ability to manage customer relationships and drive retention. Highlighting your success stories will make you stand out as a candidate who can deliver results.
✨Tip Number 4
Stay updated on industry trends related to customer success and account management. Being knowledgeable about the latest best practices will not only impress interviewers but also show your commitment to continuous learning and improvement.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Success Manager. Highlight your experience in managing customer accounts and how you've successfully retained clients in the past.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your account management experience, communication skills, and any relevant achievements in customer retention or 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 previous roles to demonstrate how you can contribute to Trustpilot's mission and values.
Showcase Your Soft Skills: In your application, highlight your ability to build relationships and manage tough conversations. Provide examples of how you've effectively communicated with stakeholders and resolved conflicts in a professional manner.
How to prepare for a job interview at Trustpilot
✨Understand Trustpilot's Mission
Before the interview, make sure you fully grasp Trustpilot's vision of being a 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, building strong relationships is key. Prepare examples from your past experiences where you've successfully managed customer accounts and maintained high retention rates. Highlight your ability to understand client needs and advocate for them within the company.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss how you've handled tough conversations or challenging situations with clients. Trustpilot values solution-oriented approaches, so share specific instances where you turned a difficult situation into a positive outcome for both the client and the company.
✨Prepare for Upselling Scenarios
Since upselling is part of the role, think of ways you've identified new revenue opportunities in previous positions. Be prepared to discuss strategies you've used to successfully upsell products or services while ensuring customer satisfaction.
