Senior Customer Success Manager

Join Trustpilot as a Senior Customer Success Manager, where you will be the strategic value owner and trusted advisor for a portfolio of complex, high-value customers. You will lead post-sale onboarding, drive product adoption, achieve high renewal rates, and ensure customer satisfaction. This role requires significant experience in Customer Success or Account Management, exceptional communication skills, and a passion for helping customers succeed. Enjoy a range of benefits, including flexible work options, health plans, and generous holiday allowances.

• Lead and architect post-sale onboarding and complex setup across multi-stakeholder environments, ensuring a strong, accelerated foundation for product adoption at scale.
• Drive measurable Business Adoption across your high-value customer portfolio, demonstrating and delivering tangible results to executive sponsors.
• Achieve a high Gross Renewal Rate (GRR) for your high-value book of business by maintaining exceptional customer health, proactively identifying and mitigating systemic risks with a strategic recovery plan.

• Proven ability to drive deep product adoption, customer satisfaction (NPS), and high-value retention results in a complex, multi-stakeholder sales and service environment
• Comfortable working with large data sets and strategic business insights to identify trends, risks, and expansion opportunities within complex accounts
• Highly organized with excellent follow-through and attention to detail
• Technically proficient and able to guide Enterprise or strategic customers through complex setup, integration, advanced usage, and strategic best practices
• Exceptional communication and executive relationship-building skills across multiple stakeholder levels, including C-suite
• You have significant experience (5+ years) in Customer Success or Account Management, specifically managing a portfolio of Enterprise or Strategic customers in a SaaS or technology environment
• A genuine passion for helping Enterprise or strategic customers succeed and seeing measurable business impact
• Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver comprehensive strategic customer value
• A good understanding of the digital advertising/search marketing industry – preferred
• We are Open to All, which means we want everyone to 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 are uncertain about meeting all the requirements, we'd still really like to hear from you!