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Trustpilot is a profitable, high-growth FTSE-250 company operating the world's largest open customer review platform. As a Senior Customer Success Manager on the Enterprise team, you will be a value owner and trusted advisor for a larger-than-typical enterprise portfolio of customers across 40+ industry verticals.
This is a hands-on opportunity to help build and shape the Customer Success organization from the ground up. You will manage post-sale onboarding and implementation, conduct customer discovery to define business goals and success metrics, and drive product adoption across your portfolio to deliver tangible business results and secure renewal readiness.
Key responsibilities include:
- Leading customer onboarding and ensuring smooth handover from sales, with focus on rapid time to value
- Conducting discovery to establish clear business goals, success metrics, and KPIs across diverse verticals
- Driving adoption and value realization to prove ROI and maintain high Gross Renewal Rates
- Leveraging customer health metrics, product usage telemetry, and data insights to prioritize focus and proactively mitigate churn risks
- Owning customer health and executing proactive recovery actions using health scores and behavioral data
- Actively participating in building standardized playbooks and best practices as the CSM organization grows
- Acting as first line for customer issues related to onboarding, usage, or product value
- Partnering across teams to bring customer success stories to life and establish voice of customer
- Maintaining accurate health metrics, notes, and data-driven insights in CRM
- Engaging C-level stakeholders to demonstrate tangible ROI and build wider customer relationships
The role emphasizes data-driven decision-making and requires strong analytical capabilities to manage a larger-than-average enterprise portfolio without sacrificing customer health or satisfaction.
Requirements:
- Strong experience in Customer Success within a SaaS or technology environment
- Proven expertise in analyzing complex customer data, usage metrics, and health scores to prioritize time and drive proactive interventions across large portfolios
- Demonstrated track record of engaging C-level executives to demonstrate ROI and navigate complex organizations
- Solution-oriented builder mindset; thrives in dynamic, fast-paced environments with high ambiguity
- Demonstrated ability to manage larger-than-average enterprise portfolios
- Ability to quickly understand and navigate varied business models across multiple industry verticals
- Technical confidence guiding customers through setup and best practices
- Strong communication skills across executive and operational stakeholders
- Broad range of industry vertical experience within SaaS or regulated platforms preferred
