SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Trustpilot, a profitable, high-growth FTSE-250 company, operates the world's largest open customer review platform. As a Senior Customer Success Manager, you will serve as the strategic value owner and trusted advisor for a portfolio of complex, high-value enterprise customers. Your mission is to drive strategic product adoption across large organizations, strengthen enterprise-level customer health, and maximize retention of our most valuable accounts.
Key responsibilities include: leading post-sale onboarding and complex setup across multi-stakeholder environments to accelerate product adoption at scale; driving measurable business adoption and delivering tangible results to executive sponsors; achieving high Gross Renewal Rates by maintaining exceptional customer health and proactively mitigating churn risks; driving strong Net Promoter Score results and customer advocacy; serving as the strategic first line for complex customer issues related to product value and platform usage; identifying and cultivating case study and reference opportunities from flagship accounts; collaborating with Product and Engineering to share enterprise customer feedback that informs roadmap improvements; and maintaining accurate health metrics and success plans in CRM for executive-level portfolio visibility.
You bring 5+ years of experience in Customer Success or Account Management, specifically managing Enterprise or Strategic customer portfolios in SaaS or technology environments. You have a proven track record of driving deep product adoption, customer satisfaction, and high-value retention in complex, multi-stakeholder environments. You are technically proficient and able to guide enterprise customers through complex setup, integration, advanced usage, and strategic best practices. You possess exceptional communication and executive relationship-building skills across multiple stakeholder levels, including C-suite. You are strategic, data-driven, and passionate about ensuring customers achieve transformative value and remain deeply engaged partners.
