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 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.
You bring a strategic, analytical mindset to high-volume SMB success. By using data to segment accounts and streamline engagement, you deliver targeted, 1-to-many outreach that drives adoption and retention at velocity.
What you'll be doing:
• Customer Onboarding: Lead post-sale onboarding & implementation, ensuring a smooth handover from commercial reps and customer time to value.
• Adoption & Value Realisation: Drive measurable business adoption across your customer portfolio to deliver tangible results.
• Data-Driven Portfolio Prioritization: Leverage data and analytics to effectively prioritize daily account focus, identifying high-impact adoption opportunities and churn risks across a large portfolio.
• Retention & Churn Reduction: Own customer health and maintain high Gross Renewal Rates (GRR) by using health scores and behavioral data to execute proactive recovery actions.
• Scaled Strategy & Mass Outreach: Analyze your portfolio to cohort customers by health, stage, and common needs. Design and launch one-to-many programs—including targeted email campaigns and automated messaging—to drive proactive engagement across your entire book of business.
• Webinars & Community Enablement: Host interactive webinars, virtual workshops, and scaled enablement sessions to efficiently educate high volumes of customers on best practices, setup, and key features.
• 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
• Scaled Strategy & Mas