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Trustpilot is a profitable, high-growth FTSE-250 company operating the world's largest open customer review platform with 350+ million reviews and 60 million monthly active users. As a Customer Success Manager for SMB UK Markets, you will serve as a trusted advisor and value owner for a portfolio of small-to-medium business customers, ensuring they not only adopt but thrive on the Trustpilot platform.
Your core responsibilities include:
• Leading post-sale onboarding and implementation to ensure smooth handover from sales and rapid time-to-value for new customers
• Driving measurable business adoption across your customer portfolio using data-driven insights to identify high-impact opportunities
• Leveraging analytics and health scores to prioritize accounts, identify churn risks, and execute proactive retention strategies
• Managing a large SMB portfolio with a strategic, analytical mindset—using data segmentation to deliver targeted, one-to-many outreach that drives adoption and retention at scale
• Designing and launching scaled engagement programs including email campaigns, automated messaging, webinars, and virtual workshops to educate customers on best practices and key features
• Owning customer health metrics and maintaining high Gross Renewal Rates (GRR) through proactive interventions
• Acting as the first line of support for customer issues related to onboarding, usage, and product value
• Partnering with Marketing to identify case study, testimonial, and reference opportunities
• Collaborating with Product to share structured customer feedback and insights that inform roadmap improvements
• Maintaining accurate health metrics, notes, and success plans in CRM for full portfolio visibility
You will work across 40+ industry verticals, requiring adaptability and the ability to quickly understand varied business models. The role emphasizes scaled strategy and efficiency—managing a larger-than-average portfolio without sacrificing customer health or satisfaction.
The position is hybrid, based in Trustpilot's Central London office (3 days in-office, 2 remote). Trustpilot has 1,000+ employees globally with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan, and New York.
QUALIFICATIONS & REQUIREMENTS:
• Strong experience in Customer Success Management in a SaaS or technology environment
• Proven expertise in analyzing complex customer data, usage metrics, and health scores to prioritize time, make fast decisions, and drive proactive interventions across large portfolios
• Solution-oriented builder mindset; thrives in dynamic, fast-paced environments with high ambiguity and brings an inventive, adaptable approach to shaping scalable processes
• Demonstrated ability to manage a larger-than-average portfolio without sacrificing customer health or satisfaction
• Ability to quickly understand and navigate varied business models across multiple industry verticals
• Technical confidence in guiding customers through setup and best practices, with strong communication skills across executive and operational stakeholders
• Broad range of industry vertical experience within SaaS or regulated platforms preferred
