About this role
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 Account Manager for the ANZ region, you will fully own your book of business, managing a high-value portfolio of market-leading customers, including iconic brands such as Canva, Wesfarmers, and Medibank. Your mission is to move beyond a vendor relationship, positioning yourself as a strategic partner who drives measurable business value and long-term ROI. You will be the commercial lead for our growth in the ANZ region, requiring sophisticated navigation of large-scale, complex organizations to unlock and drive new growth opportunities.
What you'll be doing:
• Strategic Partnership & Influence: Develop and maintain executive-level relationships to position Trustpilot as a mission-critical partner.
• Organisational Navigation: Masterfully navigate large enterprise structures to identify key decision-makers and build influence at the C-suite level.
• Retention & Risk Mitigation: Own the end-to-end renewal process (GRR), proactively identifying and mitigating commercial churn risks or competitor threats.
• Portfolio Growth: Drive expansion through upsell and cross-sell opportunities to achieve strong Net Revenue Retention (NRR).
• Financial & Operational Excellence: Leverage deep financial acumen to understand client budget cycles and business metrics, ensuring accurate forecasting in Salesforce.
• Cross-Functional Leadership: Partner with Customer Success for value realisation and collaborate with Product and Engineering to align our roadmap with the technical requirements of the ANZ market.
Who you are:
• You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment.
• Proficiency in MEDDIC sales methodology and significant experience with Salesforce is highly regarded.
• Proven ability to drive product adoption, customer satisfaction (NPS), and retention results.
• Technically confident and able to guide customers through setup, usage, and best practices.
• Strong communication and relationship-building skills across multiple stakeholder levels
• Comfortable working with data and insights to identify trends, risks, and opportunities.
• Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value.
• A good understanding of the digital advertising/search marketing industry – preferred.
• Commercial Acumen: Proven success in achieving revenue targets and a strong understanding of ROI-based selling.
• Strategic Planning: Skilled in building detailed account plans and stakeholder maps for complex, multi-layered organizations.
• Industry Knowledge: A deep understandi