Senior Customer Success Manager

Responsibilities

• Strategic Onboarding & Activation: Lead and architect post-sale onboarding and complex setup across multi-stakeholder environments, ensuring a strong, accelerated foundation for product adoption at scale.
• Adoption & Strategic Value Realization: Drive measurable Business Adoption across your high-value customer portfolio, demonstrating and delivering tangible results to executive sponsors.
• Retention & Churn Reduction: Achieve a high Gross Renewal Rate (GRR) for your high-value book of business by maintaining exceptional customer health, proactively identifying and mitigating systemic risks with a strategic recovery plan.
• Customer Experience & NPS: Drive high customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your high-value portfolio.
• Customer Issue Resolution: Act as the strategic first line for complex customer issues related to deep product value, platform usage, or strategic alignment, escalating commercial or billing matters to the Account Manager.
• Customer Advocacy: Partner with Marketing to identify and cultivate high-profile case study, testimonial, and reference opportunities from your flagship accounts.
• Voice of the Customer: Collaborate with Product and Engineering to share structured, high-priority enterprise customer feedback and strategic insights that directly inform roadmap improvements.
• Operational Excellence: Maintain accurate health metrics, strategic notes, and formal success plans in CRM for comprehensive, executive-level portfolio visibility.

Requirements

• You have significant experience (5+ years) in Customer Success or Account Management, specifically managing a portfolio of Enterprise or Strategic customers in a SaaS or technology environment.
• Proven ability to drive deep product adoption, customer satisfaction (NPS), and high-value retention results in a complex, multi-stakeholder sales and service environment.
• Technically proficient and able to guide Enterprise or strategic 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 within complex accounts.
• Highly organized with excellent follow-through and attention to detail.
• Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver comprehensive strategic customer value.
• A genuine passion for helping Enterprise or strategic customers succeed and seeing measurable business impact.
• A good understanding of the digital advertising/search marketing industry - preferred.

Benefits

Additional Information

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! As a Senior Customer Success Manager, you are the strategic value owner and trusted advisor for your portfolio of complex, high-value customers. You are responsible for ensuring every strategic customer achieves maximum success with Trustpilot - from advanced onboarding and driving deep product adoption to realizing measurable, C-level results and building strong advocacy relationships. Your mission is to drive strategic product adoption across large organizations, strengthen enterprise-level customer health, and maximize high-value retention, ensuring our largest customers realize ongoing, transformative value and remain deeply engaged, satisfied partners.

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