Role Overview
As a Customer Success Manager, you will be the value owner and trusted advisor for your portfolio of customers, ensuring every customer achieves success with Trustpilot. Your mission is to maximise product adoption, strengthen customer health, and reduce churn.
What You Will Do
Your responsibilities will include onboarding and activation, adoption and value realization, retention and churn reduction, customer experience and NPS, customer issue resolution, and customer advocacy.
Why It Might Be a Fit
You will be a good fit for this role if you have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment, and are able to drive product adoption, customer satisfaction, and retention results.
Requirements
- Prior experience in customer success, account management, or customer support roles in a SaaS or technology environment
- Native-Level Mandarin and strong professional English language skills
- Proven ability to drive product adoption, customer satisfaction (NPS), and retention results
- Technically confident and able to guide customers through setup, usage, and best practices
- Strong communication and relationship-building skills across multiple stakeholder levels
- Comfortable working with data and insights to identify trends, risks, and opportunities
- Highly organized with excellent follow-through and attention to detail
- Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value
- A genuine passion for helping customers succeed and seeing measurable business impact
- A good understanding of the digital advertising/search marketing industry – preferred
Benefits
- Competitive compensation package including quarterly commission and annual company bonus
- 25 days holiday (plus public holidays)
- Two (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 and Blinkist
- Superannuation, salary continuance and life insurance
- Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan
- Paid parental leave
- Cycle to work scheme
To apply for this job please visit corporate.trustpilot.com.
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