Job Opportunities API

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust! Summary Overview: As a Customer Success Manager at Trustpilot, you play a key role in our mission to become the universal symbol of trust. You serve as the trusted advisor and value owner for your portfolio, moving beyond simple account management. Your core focus is to ensure our customers not only adopt but thrive on our platform. Your responsibilities span the entire customer lifecycle, from initial onboarding to achieving measurable results. By maximising adoption and strengthening customer health, you ensure our partners realise ongoing value. This ultimately turns our customers into lifelong advocates, fostering sustained engagement and satisfaction. What you’ll be doing: Onboarding & Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.  Adoption & Value Realisation: Drive measurable Business Adoption across your customer portfolio to deliver tangible results. Retention & Churn Reduction: Achieve a high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively. Retention & Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR). Customer Experience & NPS: Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio. Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager. Customer Advocacy: Partner with Marketing to identify case study, testimonial, and reference opportunities. Voice of the Customer: Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements. Operational Excellence: Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility. Who you are: A SaaS Pedigree: You’ve built your career in Customer Success, Account Management, or Support within the tech world. You understand the pace of a fast-growing software company.  A Track Record of Impact: You have proven experience increasing product adoption, boosting NPS, and securing long-term retention. Technical Knowledge: You’re confident guiding customers through the "how-to." Whether it’s initial setup or optimising complex features, you make the technical feel accessible. Top-Tier Communication: You’re a bridge-builder. You can navigate conversations across all levels, from day-to-day customers to senior stakeholders, with ease and clarity. Analytical Curiosity: You’re comfortable with data. You can look at a dashboard, spot a trend, and turn those insights into a proactive strategy to mitigate risk or find new value. Sharp Organisational Skills: You thrive on detail with excellent follow-through. A Collaborative Spirit: You’re a true team player who loves working cross-functionally with Product, Marketing, and Sales to create a seamless experience for our customers. A Passion for Success: You’re genuinely motivated by seeing your customers win. You’re driven by the tangible, measurable business impact your work creates. Industry Knowledge: Experience in digital advertising or search marketing is a big plus We are: Our sales teams are highly collaborative. We’re a great place to work if you enjoy seeing your contributions recognised Our culture is dynamic