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Salary: USD 65,000 - 77,000 / annual
Trustpilot is a profitable, high-growth FTSE-250 company operating the world's largest open customer review platform. As a Customer Success Manager, you will support a portfolio of customers through their entire lifecycle—from onboarding through adoption and retention.
You will be accountable for driving strong business adoption and gross renewal rates (GRR) within a structured, high-volume portfolio. Key responsibilities include leading post-sale onboarding and setup to ensure smooth handover from sales, driving measurable product adoption across your customer base, and maintaining high customer health to minimize churn. You'll track Net Promoter Score (NPS) as a key measure of customer satisfaction and experience.
Your day-to-day work involves onboarding and activation, proactively identifying and addressing customer health risks, resolving customer issues related to onboarding and product usage, and escalating commercial or billing matters to account managers. You'll also partner with marketing to identify case study and reference opportunities, collaborate with product teams to share customer feedback and insights, and maintain accurate health metrics and success plans in the CRM.
The role follows defined playbooks and processes to deliver consistent, repeatable outcomes while building your capability to manage increasingly complex portfolios over time. You'll work cross-functionally with account managers, product, and marketing teams to deliver measurable customer value.
Required qualifications include prior experience in customer success, account management, or customer support in a SaaS or technology environment. You should have a proven track record driving product adoption, customer satisfaction, and retention. Technical confidence is essential—you'll guide customers through setup, usage, and best practices. Strong communication and relationship-building skills across stakeholder levels, comfort with data and insights, excellent organization and follow-through, and genuine passion for helping customers succeed are critical. Experience in digital advertising or search marketing is preferred.
