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Salary: USD 95,000 - 108,000 / annual
Trustpilot is the world's largest open customer review platform, a profitable, high-growth FTSE-250 company with a mission to become the universal symbol of trust. We operate across 8 global office locations and serve millions of users and businesses worldwide.
As a Senior Customer Success Manager, you will be the strategic value owner and trusted advisor for a portfolio of complex, high-value enterprise customers. Your primary mission is to ensure these strategic accounts achieve maximum success with Trustpilot's platform, driving deep product adoption, realizing measurable C-level business results, and building strong advocacy relationships.
Key Responsibilities:
- Lead strategic onboarding and activation across multi-stakeholder enterprise environments, architecting post-sale setup to accelerate product adoption at scale
- Drive measurable business adoption across your high-value customer portfolio, demonstrating tangible results to executive sponsors
- Achieve high Gross Renewal Rates (GRR) by maintaining exceptional customer health, proactively identifying and mitigating churn risks with strategic recovery plans
- Drive customer satisfaction and Net Promoter Score (NPS) results across your portfolio, building strong advocacy and reference relationships
- Act as the strategic first line for complex customer issues related to product value, platform usage, and strategic alignment
- Partner with Marketing to identify and cultivate case study, testimonial, and reference opportunities from flagship accounts
- Collaborate with Product and Engineering to share structured enterprise customer feedback and strategic insights that inform roadmap improvements
- Maintain accurate health metrics, strategic notes, and formal success plans in CRM for executive-level portfolio visibility
Requirements:
- 5+ years of experience in Customer Success, Account Management, or similar roles managing Enterprise or Strategic customer portfolios in SaaS or technology environments
- Proven ability to drive deep product adoption, customer satisfaction (NPS), and high-value retention in complex, multi-stakeholder sales and service environments
- Technical proficiency to guide enterprise customers through complex setup, integration, advanced usage, and strategic best practices
- Exceptional communication and executive relationship-building skills across multiple stakeholder levels, including C-suite
- Comfortable working with large data sets and strategic business insights to identify trends, risks, and expansion opportunities
- Highly organized with excellent follow-through and attention to detail
- Collaborative team player who works effectively with Account Managers, Product, and Marketing teams
- Genuine passion for helping enterprise customers succeed and delivering measurable business impact
- Preferred: Understanding of the digital advertising/search marketing industry
