Mid-Market Account Manager

About the role

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever - to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial - we help consumers make the right choices and businesses to build trust, grow and improve. Today, we have more tha

Responsibilities

• Retention & Renewal: Own the end-to-end renewal process, delivering high Gross Renewal Rates (GRR) and predictable retention.
• Growth & NRR: Drive portfolio expansion through upsell and cross-sell to achieve strong Net Revenue Retention (NRR) and overall portfolio growth.
• Account Planning: Build and maintain detailed account plans, stakeholder maps, and accurate forecasts in Salesforce.
• Customer Engagement: Lead commercial and strategic conversations, including business reviews and contract discussions.
• Cross-Functional Collaboration: Partner with Customer Success to ensure value realization, with Marketing on customer stories, and with Product on feedback loops.
• Operational Excellence: Ensure accurate data, forecasting discipline, and pipeline visibility across your portfolio.

Requirements

• You have experience in account management, expansions, renewals or a similar customer-facing role within a SaaS or subscription-based company.
• You focus on customers goals and how to generate value for the customer. You are a value based thinker and seller.
• Strong understanding of financial numbers, P&Ls, retention, NRR, upsell, and cross-sell motions.
• Solid commercial awareness with the ability to link product value to customer outcomes.
• Skilled at managing a large portfolio and keeping accurate account data in CRM systems.
• Excellent communication, stakeholder management, and negotiation skills.
• Comfortable analyzing account performance data and forecasting renewals.
• Able to work cross-functionally and thrive in a fast-moving, target-driven environment.
• A good understanding of the digital advertising/search marketing industry - preferred.
• What's in it for you?
• A competitive base salary ranging from $65,000 to $75,000 gross per year. This range doesn't include any variable pay such as bonuses, awards made under Trustpilot's equity program or other benefits.
• A range of flexible working options to dedicate time to what matters to you
• 20 vacation days + 2 personal days + 10 paid holidays per year
• 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist
• Full health insurance
• 401k matching your contributions dollar-for-dollar up to 4% of your base salary
• Discounted club membership at Life Time Fitness
• 24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave for employees who have been employed for over 6 months with full scope of benefit after 12 months
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
• A friendly, open office complete with games, rooftop deck with wifi (rooftop meeting anyone?!) and unlimited snacks and drinks
• Communal lunch, extra treats and events during the month -- think ice cream carts, coffee bars and massages, to name a few
• Still not sure?
• We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We're excited to hear about your experiences along with how you will contribute to our working culture. Even if you don't feel you meet all the requirements, we'd still really like to hear from you!
• #LI-JL1

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 independent consumer 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 Mid-Market Account Manager, you are responsible for retaining and growing a defined portfolio of existing customers. You will act as the commercial owner of each relationship - identifying the value drivers for the customer, setting up joint business goals and KPIs, driving renewals, expanding accounts, and positioning Trustpilot as a long-term partner that delivers measurable business value. You combine commercial acumen with relationship depth, collaborating closely with Customer Success Managers to ensure adoption, satisfaction, and sustainable revenue growth. You are accountable for contributing to strong Gross Renewal Rate (GRR) and Net Revenue Retention (NRR) results by executing defined renewal processes, maintaining Salesforce accuracy, and supporting customers to achieve measurable value. This role combines hands-on learning, customer interaction, and operational excellence.

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