Customer Success Manager - SMB (UK Markets) in London

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 open customer 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!

Summary Overview:

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.

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.
• Retention & Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).
• 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:

• 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

We are:

• Our sales teams are highly collaborative. We’re a great place to work if you enjoy seeing your contributions recognised
• Our culture is dynamic, and our employees grow as we do. You’ll have plenty of personal development opportunities thanks to our in-house L&D team and individual career mapping
• Creative thinkers. We want our employees to be creative and always champion new ways of working

What’s in it for you:

• A hybrid work set-up (3 days in the office, 2 days remote)
• Competitive base salary with an uncapped commission structure + company bonus
• 25 days holiday per year, increasing to 28 days after 2 years of continuous 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 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 (worth £495 in waived fees)

Still not sure?

We want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you!

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