Associate Customer Success Manager

Our Customer Success team plays a crucial role in Trustpilot’s commitment to building trust and transparency between consumers and businesses around the world. The team is responsible for the after-sales customer journey, making sure they are satisfied and use our product to its real value.

In this role, you will be responsible for customer retention for our SMB customers. You'll be acting as a trusted advisor, developing long-term relationships and success plans for customers, and ensuring that the maximum value is derived from Trustpilot’s products.

This candidate has a proven history of client retention and growth and is an expert in effectively managing their book of business to provide their customers with the best Trustpilot experience, from onboarding and product adoption to potential upsells and ultimately retention of the business. You will be responsible for the retention of a large portfolio of small business customers, acting as a Trusted Advisor, advocating for our clients’ needs, and ensuring support within your portfolio.

 What you’ll be doing:

• Maintain and secure the renewal rates of your clients.
• Manage and administrate your own portfolio of contract renewals for up to 1000 clients, made up of small businesses in various industries.
• Handle inbound enquiries from your portfolio.
• Be supported by and help us to develop automated processes and marketing campaigns for proactive outreach efforts.
• Become the expert on our low / tech touch client segment.

Who you are

• You ideally have some account management, sales or customer support experience. or you have the willingness to learn fast and run the extra mile.
• Experience building and maintaining relationships while working to mitigate churn, promote engagement and revenue growth.
• Ability to manage large portfolio & administration tasks.
• Deep passion and understanding for processes & systems.
• Good communication and negotiation skills.
• Adept at delivering best customer service in a fast-paced environment.

What’s in it for you:

• A hybrid work environment to promote better flexibility and optimize overall efficiencies
• 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, LinkedIn Learning and Blinkist
• Full health insurance 
• 401k matching your contributions dollar-for-dollar up to 4% of your base salary
• 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 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, fun and open office complete with an onsite gym, gaming room and fully stocked fridge with ever changing snacks and drinks 
• Regular treats and events throughout the year including massages in the office, happy hours and Rockies Open Day celebrations, 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 as well as how you will contribute to our working culture. So, even if you don’t feel you don't meet all the requirements, we'd still really like to hear from you!
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