Customer Success Manager
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.