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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: Make a real impact by shaping customer success strategies 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 driving innovation in customer engagement.
The predicted salary is between 43200 - 72000 £ 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 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
Contact Detail:
Trustpilot 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 skills align 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 take that extra step.
We think you need these skills to ace Director - UK Customer Success in London
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let your enthusiasm for customer success shine through. We want to see how you can lead teams to deliver exceptional experiences and drive customer satisfaction. Share specific examples that highlight your passion and expertise in this area!
Be Data-Driven: Since metrics like NPS and GRR are key to the role, make sure to include any relevant data or achievements in your application. We love numbers that tell a story! Show us how you've used data to improve customer experiences and drive results.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Director - UK Customer Success role. We appreciate when candidates connect their skills and experiences directly to what we’re looking for.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications better and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at Trustpilot
✨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 measurable outcomes in customer success.
✨Demonstrate a Customer-Centric Mindset
Articulate your approach to understanding customer needs and how you've used this insight to drive success. Discuss any frameworks or processes you've developed to ensure consistent and authentic delivery of customer success.
