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For Companies At a Glance
- Tasks: Lead customer onboarding, drive product adoption, and ensure customer satisfaction.
- Company: Join Trustpilot, a global leader in customer success and digital advertising.
- Benefits: Hybrid work, competitive salary, 25 days holiday, and rich learning opportunities.
- Other info: Enjoy a vibrant office culture with team events, snacks, and wellness resources.
- Why this job: Make a real impact by helping customers succeed and driving measurable results.
- Qualifications: Experience in customer success or account management, strong communication skills.
The predicted salary is between 50000 - 70000 £ per year.
What you'll be doing:
- Onboarding & Activation: Lead post‑sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
- Adoption & Value Realisation: Drive measurable business adoption across your customer portfolio to deliver tangible results.
- Retention & Churn reduction: Achieve a high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
- 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.
Who you are:
- 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.
- Technically confident and able to guide customers through setup, usage, and best practices.
- Strong communication and relationship‑building skills across multiple stakeholder levels.
- Comfortable working with data and insights to identify trends, risks, and opportunities.
- Highly organised with excellent follow‑through and attention to detail.
- Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value.
- A genuine passion for helping customers succeed and seeing measurable business impact.
- A good understanding of the digital advertising/search marketing industry – preferred.
What's in it for you:
- A hybrid work setup (3 days in our Central London office, 2 remote).
- Competitive base salary with an uncapped commission structure + company bonus.
- 25 days holiday plus 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, LinkedIn Learning 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. Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com) quoting the role you wish to apply for.
Enterprise Customer Success Manager employer: Trustpilot, Inc.
Contact Detail:
Trustpilot, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Enterprise Customer Success Manager
✨Tip Number 1
Get to know the company inside out! Research Trustpilot's values, culture, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience aligns with the role of Enterprise Customer Success Manager. Highlight your successes in driving product adoption and customer satisfaction to make a strong impression.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider insights and potentially boost your chances of landing an interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining Trustpilot and contributing to our mission.
We think you need these skills to ace Enterprise Customer Success Manager
Some tips for your application 🫡
Show Your Customer Success Experience: Make sure to highlight your previous roles in customer success, account management, or support. We want to see how you've driven product adoption and customer satisfaction in the past!
Be Data-Driven: Since we love working with data, share examples of how you've used insights to identify trends and improve customer experiences. This will show us you're comfortable with metrics and can drive results.
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the skills and experiences that match our job description. We appreciate when candidates take the time to connect their background to what we’re looking for.
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 don’t miss out on any important updates from our team!
How to prepare for a job interview at Trustpilot, Inc.
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like Gross Renewal Rate (GRR) and Net Promoter Score (NPS). Be ready to discuss how you've used these metrics in past roles to drive product adoption and customer satisfaction.
✨Showcase Your Technical Confidence
As an Enterprise Customer Success Manager, you'll need to guide customers through setup and usage. Prepare examples of how you've successfully onboarded clients in a SaaS environment, highlighting your technical skills and ability to simplify complex processes.
✨Demonstrate Your Relationship-Building Skills
Think of specific instances where you've built strong relationships with stakeholders. Be prepared to share how you’ve collaborated with teams like Marketing and Product to enhance customer experience and drive advocacy.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about challenges you've faced in customer success roles and how you resolved them, especially regarding customer issues or retention strategies.