Our vision is to be the universal symbol of trust, bringing consumers and businesses together through reviews. We are well on our way — but there’s still an exciting journey ahead. Join us at the heart of trust.

We are part of an exploding industry where we have conquered the global market and now due to expansion we are looking for a Customer Success Manager to join our Account Management function in London. Our Customer Success team plays a crucial role in Trustpilot’s commitment to building trust and transparency between consumers and businesses around the world. The team is responsible for the after sales customer journey, making sure they are satisfied and use our product to its real value.

In this role, you will be responsible for the customer retention for our UK based customers. You will be acting as a trusted advisor, developing long-term relationships and success plans for customers, ensuring that the maximum value is derived from Trustpilot’s products.

What you’ll be doing:

Establish a relationship with all our customers that ensures customer’s overall satisfaction with Trustpilot products, which will strengthen their adoption and ensure contract renewal
Ensure a premium experience for our clients by understanding their business objectives, key KPIs and ensure that Trustpilot delivers against them
Convey best practice examples that drive ROI
Ensure Trustpilot becomes the value adding partner in targeted accounts
Act as a trusted adviser, advocating client needs back to Trustpilot’s internal support, product, engineering and sales teams
Successfully upsell Trustpilot’s products and discover new revenue opportunities
Increase renewal rates and reduce churn
Mapping various accounts in order to cross sell into other parts of their business
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Successfully onboard clients and ensure they fully utilise their paid subscription

Who you are:

Experience managing a large portfolio of SME and Mid-Market customer accounts with a focus on achieving a high renewal/retention rate
Ideally 2+ years of account management experience
Demonstrated experience with subscription based, renewal license models
Ability to build and maintain strong relationships with multiple stakeholders
Excellent communication and negotiation skills
Adept of uncovering new revenue opportunities
Possess a solid ability to manage tough conversations in a professional and solution-oriented manner
Experience with selling in a competitive environment

What’s in it for you:

A range of flexible working options to dedicate time to what matters to you
Competitive compensation package + bonus
28 days holiday plus 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, LinkedIn Learning, 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

About us

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 300 million reviews and 67 million monthly active users across the globe, with 127 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 900 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.

We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.

Join us at the heart of trust.

Customer Success Manager

UK Market

Trustpilot

6 month growth

1 year growth

2 year growth

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