Customer Success Manager at Trustpilot

| Greater Denver Area
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We’re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way - but there’s still an exciting journey ahead of us. Do you want to join us?

This candidate has a proven history 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. Essentially, the CSM is responsible for renewing and expanding our current customer relationships, as well as encouraging goodwill throughout the Trustpilot client-base and larger community which can come in the form of client referrals, testimonials, and case studies.

Core Responsibilities
  • Promote 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 with customer business needs and goals
  • Effectively Supervise Customer Health
    • Promptly respond to and supervise pipeline, engagements, health and risk alerts through key tools, programs, and insights
    • 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 goals
    • Reports to the Customer Success Team Manager
  • Amplify the Voice of the Customer
    • Effectively handle and address customer issues throughout the post-sales engagement with the goal of increasing customer satisfaction
    • Share achievement stories
    • Regularly work alongside the Sales, Marketing, Support, Product, and Customer Implementation teams
About You
  • 3+ years Customer Success, Account Management, Relationship Management or Full Cycle Sales experience in a SaaS company, experience in a digital marketing environment
  • Professional communication skills, highly organized, collaborative and detail oriented
  • Experience building and maintaining relationships while working to mitigate churn, promote engagement and revenue growth
  • Professional leadership skills which inspire belief with our customers
  • Willing to own customer success and act strategically in promoting long-term customer value
  • Aspirational, and self-motivated team player who is comfortable working in a growing environment, and is ready to grow with a company and keep pace with our aspirational growth targets
  • Enthusiasm for technology and for being a part of a fast-growing SaaS company

Check out our office on Built In Colorado

About Trustpilot

At Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers. Working here is an opportunity to collaborate with talented and dedicated people in a rapidly growing, fast-paced and agile environment.

With vibrant office locations all around the world and over 40 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. We work hard every day, but we also take the time to catch up with colleagues over a game of ping-pong, a cup of coffee or maybe grab a beer after work.

Trustpilot is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Trustpilot is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trustpilot are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Trustpilot will not tolerate discrimination or harassment based on any of these characteristics. Trustpilot encourages applicants of all ages.

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.

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
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
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
Lunch and learns
Promote from within

Additional Perks + Benefits

Opportunities to visit our other offices, including internationally. Ongoing training and development across all departments. Catered lunches on Fridays and towards the end of each month, cold brew and beer on tap. Snacks and bagels on Mondays. Internal promotion track, happy hours and office events.

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