Customer Success Manager

| Greater Denver Area

About the Role

This individual has a proven track record of client retention and growth, is an expert in building consultative relationships and is responsible for ensuring that every Trustpilot customer has a knowledgeable, responsive and a personable main point of contact during their entire lifecycle. Ultimately, the CSM is responsible for renewing and expanding our current customer relationships, as well as fostering goodwill throughout the Trustpilot client-base and larger community which can come in the form of client referrals, testimonials, and case studies. 

Core Responsibilities 

  • Drive Customer Success and Trustpilot Success
    • Meet retention and renewal goals aligned to customer business outcomes, ensuring that customers meet their KPIs and realize the full value of the Trustpilot platform 
    • Stay current and develop new uses for Trustpilot’s innovative products and features that align to customer business needs and goals
  • Proactively Manage Customer Health
    • Promptly respond to and manage pipeline, engagements, health and risk alerts through key tools, programs and insights 
    • Manage and run the renewal process for a book of business consisting of 150–250 customers of all sizes that generate $1.5M in annual revenue
    • Own the success of assigned customers ensuring that they meet their KPIs and realize the full value of the Trustpilot platform and services by defining short, mid and long term Trustpilot goals and creating customer success plans to realize objectives
    • Reports to the Customer Success Team Manager
  • Amplify the Voice of the Customer
    • Proactively manage and address customer issues throughout post-sales engagement with the goal of increasing customer satisfaction
    • Share success stories
      Regularly work alongside the Sales, Marketing, Support, Product, and Customer Implementation teams

About You

  • 4 year degree required 
  • 3-5 years Customer Success, Account Management, Relationship Management experience in a SaaS company, experience in a digital marketing environment preferred
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Experience building and maintaining relationships while working to mitigate churn, drive engagement and revenue growth
  • Strong leadership skills which inspire confidence with our customers 
  • Willing to own customer success and act tenaciously in driving long-term customer value
  • Ambitious, and self-motivated team player who is comfortable working in a fast-paced environment, and is ready to grow with a company and keep pace with our ambitious growth targets
  • Passion for technology and for being a part of a fast-growing SaaS company

What we offer

  • Play a key part of an exciting international growth journey
  • Great colleagues and a social working environment
  • Competitive salary & bonuses
  • Stock Options
  • Full benefits & 401k with company match
  • Paid family leave
  • Commuter benefits
  • Free lunch Friday and bagel Mondays
  • Snacks, ping pong, foosball, darts, etc.

Learn more about our Denver office and company culture on Built In Colorado!

About Trustpilot

Trustpilot is an online review-driven community and platform that builds relationships between consumers and businesses. Launched in 2007, Trustpilot has seen demand for its service rapidly increase, now providing over 300,000 businesses with TrustScores based on more than 10 million reviews. Trustpilot operates in 24 countries, with offices in the UK, US and Denmark. Enabling businesses to engage with customers directly, Trustpilot invites shoppers to provide reviews of their experiences, allowing for a more open conversation about business improvements based on personal feedback.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.

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Technology we use

  • Sales & Marketing
    • HubSpotCRM
    • SalesforceCRM

Location

Located in the heart of RiNo, our office is surrounded by colorful street murals, eclectic breweries and some of Denver's best restaurants.

An Insider's view of Trustpilot

How has your career grown since starting at the company?

I started 4 years ago in NYC and what initially sold me to join were the leaders of the office. I was told the company was going to grow fast and so will our employees and everything turned out to be true. The mentorship I received early on really made things happen for me so I'm looking forward to making that happen for future hires.

Dave Arkow

Director of Sales

What are Trustpilot Perks + Benefits

Culture
Partners with Nonprofits
Trustpilot partners with The Women's Bean Project, a local non-profit organization with the mission to change women’s lives by providing stepping stones to self-sufficiency through social enterprise
Friends outside of work
Eat lunch together
Intracompany committees
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Promote from within

Additional Perks + Benefits

President's Club with Opportunities to Visit Other Offices. Ongoing Training and Development Across Departments. Catered lunches, free beer, and snacks. Internal Promotion Track.

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