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- Tasks: Lead the UK Customer Success team to enhance onboarding, retention, and customer satisfaction.
- Company: Join Trustpilot, a high-growth FTSE-250 company on a mission to build trust.
- Benefits: Enjoy hybrid work, competitive salary, generous holiday, and rich learning opportunities.
- Why this job: Shape customer success strategies and make a real impact in a dynamic environment.
- Qualifications: Proven leadership in SaaS and a passion for improving customer experiences.
- Other info: Be part of a diverse team with excellent career growth and a vibrant culture.
The predicted salary is between 43200 - 72000 £ per year.
At Trustpilot, we are on an incredible journey. We are a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world’s largest independent consumer 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 Director of Customer Success, you will lead the UK Customer Success organisation responsible for onboarding, adoption, retention, and advocacy. Your core responsibility will be to be the ultimate owner of Business Adoption and Gross Renewal Rate (GRR). Your efforts will be guided by the Net Promoter Score (NPS), which serves as the North Star for measuring customer satisfaction and loyalty. Your mission is to establish scalable leadership capabilities and refine processes to ensure that customer success is repeatable, measurable, and authentically delivered. You will shape the overall customer strategy, develop leadership talent, and implement scalable processes that guarantee measurable, consistent customer success.
What you’ll be doing:
- Lead regional Customer Success teams to deliver exceptional onboarding, adoption, and retention experiences.
- Achieve strong Business Adoption and Gross Renewal Rate (GRR) by embedding proactive engagement and success planning across the team.
- Drive continuous improvement in Net Promoter Score (NPS) through consistent customer engagement and service excellence.
- Implement consistent success planning, onboarding standards, and customer health tracking.
- Partner with Account Management, Product, and Marketing to align on outcomes, case studies, and customer insights.
- Coach and develop Customer Success Managers and team leaders to build scalable capability and engagement.
- Use customer health data and feedback to identify trends and improvement opportunities.
- Continuously enhance frameworks and playbooks to improve impact, efficiency, and customer satisfaction.
We are looking for people with:
- You’ve successfully led Customer Success or post-sales functions in a fast-paced technology environment.
- You have a history of driving high GRR and NPS through scalable processes and inspired team leadership.
- You have a deep understanding of customer lifecycle management and the latest success methodologies.
- You’re a master communicator who can align diverse, cross-functional stakeholders around shared customer goals.
- You are analytical by nature, with the ability to translate complex data sets into clear, strategic actions.
- You’re an expert at leading diverse teams across different markets, maintaining high engagement and impact regardless of geography.
- You are an empathetic, forward-thinking leader who perfectly balances customer value with commercial performance.
- You’re innovative and constantly looking for ways to improve the customer journey.
What’s in it for you:
- A hybrid work set-up (3 days in the office, 2 days remote).
- Competitive base salary with an uncapped commission structure + company bonus.
- 25 days holiday per year, increasing to 28 days after 2 years of continuous 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 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 (worth £495 in waived fees).
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.
Director - UK Customer Success employer: Trustpilot, Inc.
Contact Detail:
Trustpilot, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director - UK Customer Success
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and values.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills align with their needs. Keep it concise and focus on how you can drive customer success and improve NPS.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great way to reiterate your fit for the position.
We think you need these skills to ace Director - UK Customer Success
Some tips for your application 🫡
Be Authentic: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your unique experiences and insights that relate to the role.
Tailor Your Application: Make sure to customise your application for the Director - UK Customer Success role. Highlight your relevant experience in customer success leadership and how you've driven high GRR and NPS in previous roles.
Showcase Your Achievements: Use specific examples to demonstrate your successes in previous positions. Whether it’s improving customer satisfaction or leading a successful team, we love to see quantifiable results that show your impact.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Trustpilot!
How to prepare for a job interview at Trustpilot, Inc.
✨Know Your Numbers
As a Director of Customer Success, you'll need to demonstrate your understanding of key metrics like Gross Renewal Rate (GRR) and Net Promoter Score (NPS). Be prepared to discuss how you've driven these metrics in previous roles and share specific examples of strategies that led to measurable improvements.
✨Showcase Leadership Skills
Trustpilot is looking for someone who can lead and develop teams effectively. During the interview, highlight your experience in coaching and mentoring team members. Share stories that illustrate your ability to inspire and create a high-performing culture within your teams.
✨Emphasise Cross-Functional Collaboration
Collaboration is key in this role. Be ready to talk about how you've partnered with other departments like Product and Marketing to achieve customer success goals. Provide examples of successful projects where you aligned diverse stakeholders around shared objectives.
✨Demonstrate a Customer-Centric Mindset
Trustpilot values empathy and a focus on customer value. Prepare to discuss how you've put customers at the heart of your strategies. Share insights on how you've used customer feedback to drive improvements and enhance the overall customer journey.
