Account Manager

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 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.