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Trustpilot is a profitable, high-growth FTSE-250 company and the world's largest open customer review platform with over 350 million reviews and 60 million monthly active users. The company is headquartered in Copenhagen with operations across Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan, and New York.
As a SMB Account Manager, you will be responsible for retaining and growing a defined portfolio of existing customers in the UK market. You act as the commercial owner of each customer relationship, driving renewals, expanding accounts, and positioning Trustpilot as a long-term strategic partner that delivers measurable business value.
Key responsibilities include:
- Owning the end-to-end renewal process to deliver high Gross Renewal Rates (GRR) and predictable retention
- Driving portfolio expansion through upsell and cross-sell initiatives to achieve strong Net Revenue Retention (NRR)
- Building and maintaining detailed account plans, stakeholder maps, and accurate forecasts in Salesforce
- Leading commercial and strategic conversations, including business reviews and contract negotiations
- Partnering with Customer Success teams to ensure value realization and adoption
- Collaborating with Marketing on customer stories and Product on feedback loops
- Ensuring accurate data, forecasting discipline, and pipeline visibility across your portfolio
You will combine commercial acumen with relationship depth, working cross-functionally in a fast-moving, target-driven environment. The role offers flexible working options, a central Copenhagen office with a laid-back vibe, and a collaborative culture spanning 50+ nationalities.
Requirements:
- Experience in account management, renewals, or similar customer-facing role within a SaaS or subscription-based company
- Strong understanding of retention, NRR, upsell, and cross-sell motions
- Solid commercial awareness with ability to link product value to customer outcomes
- Skilled at managing large portfolios and maintaining accurate account data in CRM systems
- Excellent communication, stakeholder management, and negotiation skills
- Comfortable analyzing account performance data and forecasting renewals
- Ability to work cross-functionally and thrive in a fast-moving, target-driven environment
- Preferred: understanding of the digital advertising/search marketing industry
