At a Glance
- Tasks: Guide customers to success on our platform, ensuring they thrive and become lifelong advocates.
- Company: Join Trustpilot, a leader in building trust and customer satisfaction.
- Benefits: Enjoy hybrid work, competitive pay, 25+ days holiday, and wellness perks.
- Other info: Collaborative culture with opportunities for growth and development.
- Why this job: Make a real impact by helping customers succeed and fostering strong relationships.
- Qualifications: Experience in Customer Success or Account Management within tech; strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
As a Customer Success Manager at Trustpilot, you play a key role in our mission to become the universal symbol of trust. You serve as the trusted advisor and value owner for your portfolio, moving beyond simple account management. Your core focus is to ensure our customers not only adopt but thrive on our platform. Your responsibilities span the entire customer lifecycle, from initial onboarding to achieving measurable results. By maximising adoption and strengthening customer health, you ensure our partners realise ongoing value. This ultimately turns our customers into lifelong advocates, fostering sustained engagement and satisfaction.
Responsibilities
- Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
- Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
- Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).
- Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
- Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.
- Partner with Marketing to identify case study, testimonial, and reference opportunities.
- Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.
- Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.
Qualifications
- A SaaS Pedigree: You’ve built your career in Customer Success, Account Management, or Support within the tech world. You understand the pace of a fast-growing software company.
- A Track Record of Impact: You have proven experience increasing product adoption, boosting NPS, and securing long-term retention.
- Technical Knowledge: You’re confident guiding customers through the 'how-to.' Whether it’s initial setup or optimising complex features, you make the technical feel accessible.
- Top-Tier Communication: You’re a bridge-builder. You can navigate conversations across all levels, from day-to-day customers to senior stakeholders, with ease and clarity.
- Analytical Curiosity: You’re comfortable with data. You can look at a dashboard, spot a trend, and turn those insights into a proactive strategy to mitigate risk or find new value.
- Sharp Organisational Skills: You thrive on detail with excellent follow-through.
- A Collaborative Spirit: You’re a true team player who loves working cross-functionally with Product, Marketing, and Sales to create a seamless experience for our customers.
- A Passion for Success: You’re genuinely motivated by seeing your customers win. You’re driven by the tangible, measurable business impact your work creates.
- Industry Knowledge: Experience in digital advertising or search marketing is a big plus.
Benefits
- A hybrid work set up (2 days in office, 3 remote).
- 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.
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.
Customer Success Manager employer: Trustpilot
At Trustpilot, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions collaboration and innovation. Our hybrid work model, competitive benefits, and commitment to employee growth through tailored development programmes ensure that our Customer Success Managers thrive both personally and professionally. With a central office location that fosters community and engagement, we empower our team to make a meaningful impact while enjoying a fulfilling work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trustpilot. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Trustpilot before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Trustpilot:Your cover letter is your chance to shine! Tell us why you want to work at Trustpilot specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Trustpilot!
How to prepare for a job interview at Trustpilot
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
