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Trustpilot is a profitable, high-growth FTSE-250 company operating the world's largest open customer review platform. As a Customer Success Manager for SMB markets in the UK, you will serve as a trusted advisor for a portfolio of customers, ensuring they not only adopt but thrive on the platform.
Your core responsibilities include leading post-sale onboarding and activation, driving measurable product adoption across your customer base, and maintaining high Gross Renewal Rates through proactive health monitoring and risk mitigation. You will own the entire customer lifecycle from initial setup through ongoing value realization, acting as the first point of contact for customer issues related to onboarding, usage, and product value.
You will drive customer satisfaction and Net Promoter Score improvements, collaborate with Product and Marketing teams to share customer feedback and identify advocacy opportunities, and maintain accurate health metrics and success plans in the CRM system. Your analytical skills will be essential—you'll use data to spot trends, identify at-risk accounts, and develop proactive strategies to maximize retention and expansion.
The ideal candidate brings 3+ years of SaaS experience in Customer Success, Account Management, or Support roles. You have a proven track record of increasing product adoption, boosting NPS, and securing long-term retention. You're technically confident, able to guide customers through setup and complex features while making technical concepts accessible. You excel at cross-functional collaboration, bridge-building across all organizational levels, and are genuinely motivated by customer success and measurable business impact. Experience in digital advertising or search marketing is a plus.
Trustpilot offers a hybrid work arrangement (3 days in office, 2 remote), competitive base salary with uncapped commission and company bonus, 25 days holiday (increasing to 28 after 2 years), paid volunteering days, learning and development through Trustpilot Academy and Blinkist, pension, life insurance, health cash plan, online GP access, Employee Assistance Plan, and Headspace access.
