Senior Customer Success Manager

Join Trustpilot as a Senior Customer Success Manager, where you will be the strategic value owner and trusted advisor for a portfolio of complex, high-value customers. You will lead post-sale onboarding, drive product adoption, achieve high renewal rates, and ensure customer satisfaction. You will also collaborate with various teams and maintain accurate health metrics in CRM. Benefits include maternity and paternity pay, train travel scheme, work from home opportunities, and more.

• Lead and architect post-sale onboarding and complex setup across multi-stakeholder environments, ensuring a strong, accelerated foundation for product adoption at scale.
• Drive measurable Business Adoption across your high-value customer portfolio, demonstrating and delivering tangible results to executive sponsors.
• Achieve a high Gross Renewal Rate (GRR) for your high-value book of business by maintaining exceptional customer health, proactively identifying and mitigating systemic risks with a strategic recovery plan.
• You have significant experience (5+ years) in Customer Success or Account Management, specifically managing a portfolio of Enterprise or Strategic customers in a SaaS or technology environment
• Technically proficient and able to guide Enterprise or strategic customers through complex setup, integration, advanced usage, and strategic best practices
• Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver comprehensive strategic customer value
• A genuine passion for helping Enterprise or strategic customers succeed and seeing measurable business impact
• Exceptional communication and executive relationship-building skills across multiple stakeholder levels, including C-suite
• Proven ability to drive deep product adoption, customer satisfaction (NPS), and high-value retention results in a complex, multi-stakeholder sales and service environment
• Comfortable working with large data sets and strategic business insights to identify trends, risks, and expansion opportunities within complex accounts
• A good understanding of the digital advertising/search marketing industry – preferred
• Highly organized with excellent follow-through and attention to detail