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- Tasks: Manage customer accounts, drive renewals, and expand relationships in a dynamic environment.
- Company: Join Trustpilot, a leading FTSE-250 company on a mission to build trust.
- Benefits: Enjoy flexible working, competitive pay, 25+ days holiday, and wellness perks.
- Other info: Diverse culture with opportunities for growth and development.
- Why this job: Be part of a vibrant team making a real impact in the world of reviews.
- Qualifications: Experience in account management or customer-facing roles, with strong communication skills.
The predicted salary is between 36000 - 60000 £ 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 have come a long way, there is still so much exciting work to do. Come join us at the heart of trust!
As a Mid-Market Account Manager, you are responsible for retaining and growing a defined portfolio of existing customers in the UK market. You act as the commercial owner of each relationship — driving renewals, expanding accounts, and positioning Trustpilot as a long-term partner that delivers measurable business value.
You combine commercial acumen with relationship depth, collaborating closely with Customer Success Managers to ensure adoption, satisfaction, and sustainable revenue growth. You are accountable for contributing to strong Gross Renewal Rate (GRR) and Net Revenue Retention (NRR) results by executing defined renewal processes, maintaining Salesforce accuracy, and supporting customers to achieve measurable value. This role combines hands-on learning, customer interaction, and operational excellence.
What you’ll be doing:
- Retention & Renewal: Own the end-to-end renewal process, delivering high Gross Renewal Rates (GRR) and predictable retention.
- Growth & NRR: Drive portfolio expansion through upsell and cross-sell to achieve strong Net Revenue Retention (NRR) and overall portfolio growth.
- Account Planning: Build and maintain detailed account plans, stakeholder maps, and accurate forecasts in Salesforce.
- Customer Engagement: Lead commercial and strategic conversations, including business reviews and contract discussions.
- Cross-Functional Collaboration: Partner with Customer Success to ensure value realization, with Marketing on customer stories, and with Product on feedback loops.
- Operational Excellence: Ensure accurate data, forecasting discipline, and pipeline visibility across your portfolio.
Who you are:
- You have experience in account management, renewals, or a similar customer-facing role within a SaaS or subscription-based company.
- Strong understanding of retention, NRR, upsell, and cross-sell motions.
- Solid commercial awareness with the ability to link product value to customer outcomes.
- Skilled at managing a large portfolio and keeping accurate account data in CRM systems.
- Excellent communication, stakeholder management, and negotiation skills.
- Comfortable analysing account performance data and forecasting renewals.
- Able to work cross-functionally and thrive in a fast-moving, target-driven environment.
- A good understanding of the digital advertising/search marketing industry – preferred.
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.
Account Manager employer: Trustpilot
Contact Detail:
Trustpilot Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Account Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Trustpilot on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Research Trustpilot’s mission and values, and think about how your experience aligns with their goals. Show them you’re not just another candidate, but someone who truly gets what they’re about.
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on common questions for account management roles and be ready to discuss your past successes in retention and growth. Confidence is key!
✨Tip Number 4
Don’t forget to follow up! After your interview, shoot a quick thank-you email to your interviewer. It shows appreciation and keeps you fresh in their minds. Plus, it’s a great chance to reiterate your enthusiasm for the role!
We think you need these skills to ace Account Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Account Manager role. Highlight your experience in account management, renewals, and any relevant SaaS knowledge. We want to see how you can bring value to Trustpilot!
Showcase Your Achievements: Don’t just list your responsibilities; share your successes! Use specific examples of how you've driven renewals or expanded accounts in previous roles. This helps us understand the impact you've made in your past positions.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who fits our culture, so don’t be afraid to show us who you are and what makes you passionate about this role at Trustpilot.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands and helps us keep track of all applicants. Plus, it’s super easy!
How to prepare for a job interview at Trustpilot
✨Know Your Numbers
As an Account Manager, you'll need to demonstrate your understanding of key metrics like Gross Renewal Rate (GRR) and Net Revenue Retention (NRR). Brush up on these concepts and be ready to discuss how you've successfully managed similar metrics in past roles.
✨Showcase Your Relationship Skills
Trustpilot values strong relationships with customers. Prepare examples of how you've built and maintained client relationships, especially in a SaaS environment. Highlight any specific strategies you used to drive renewals and upsells.
✨Familiarise Yourself with Salesforce
Since maintaining accurate data in Salesforce is crucial for this role, make sure you're comfortable discussing your experience with CRM systems. If you have specific examples of how you've used Salesforce to manage accounts or forecast renewals, bring those to the table.
✨Understand Trustpilot's Vision
Research Trustpilot's mission to become the universal symbol of trust. Be prepared to discuss how your personal values align with this vision and how you can contribute to their goals as an Account Manager. Showing genuine interest in the company will set you apart!