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- Tasks: Lead the UK Customer Success team to enhance onboarding, retention, and customer satisfaction.
- Company: Join Trustpilot, a profitable FTSE-250 company on a mission to build trust.
- Benefits: Competitive salary, career growth opportunities, and a vibrant work culture.
- Why this job: Shape customer success strategies and make a real impact in a high-growth environment.
- Qualifications: Proven leadership experience in customer success and a passion for enhancing customer experiences.
- Other info: Be part of a dynamic team dedicated to transforming customer relationships.
The predicted salary is between 43200 - 72000 £ per year.
At Trustpilot, we’re on an incredible journey. We’re 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:
- Customer Success Leadership: Lead regional Customer Success teams to deliver exceptional onboarding, adoption, and retention experiences.
- Adoption & Retention: Achieve strong Business Adoption and Gross Renewal Rate (GRR) by embedding proactive engagement and success planning across the team.
- Customer Experience & NPS: Drive continuous improvement in Net Promoter Score (NPS) through consistent customer engagement and service excellence.
- Operational Excellence: Implement consistent success planning, onboarding standards, and customer health tracking.
- Cross-Functional Collaboration: Partner with other teams to enhance customer success initiatives.
Director - UK Customer Success in London employer: Trustpilot, Inc.
Contact Detail:
Trustpilot, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director - UK Customer Success in London
✨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 that aren’t even advertised yet.
✨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 experience aligns with their goals, especially around customer success and retention strategies. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive.
We think you need these skills to ace Director - UK Customer Success in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer success shine through! We want to see how excited you are about the role and how you can contribute to our mission at Trustpilot.
Tailor Your Experience: Make sure to highlight your relevant experience in customer success leadership. We’re looking for specific examples of how you've driven adoption and retention in previous roles, so don’t hold back!
Be Data-Driven: Since metrics like NPS and GRR are key to this role, include any data or results that showcase your impact in previous positions. Numbers speak volumes, and we love seeing how you’ve made a difference!
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 with Trustpilot!
How to prepare for a job interview at Trustpilot, Inc.
✨Know Your Numbers
Familiarise yourself with key metrics like Business Adoption and Gross Renewal Rate (GRR). Be ready to discuss how you've influenced these metrics in your previous roles. This shows you understand the importance of data in driving customer success.
✨Showcase Leadership Experience
Prepare examples of how you've led teams to achieve exceptional onboarding and retention experiences. Highlight specific strategies you've implemented that resulted in improved customer satisfaction and loyalty, particularly focusing on Net Promoter Score (NPS).
✨Emphasise Cross-Functional Collaboration
Think about times when you've successfully partnered with other departments to enhance customer experience. Be ready to share how these collaborations have led to operational excellence and improved customer outcomes.
✨Demonstrate a Customer-Centric Mindset
Articulate your approach to understanding customer needs and how you've used this insight to shape customer strategies. Discuss any processes you've refined to ensure customer success is measurable and repeatable, aligning with Trustpilot's vision.
