Customer Success Manager – (SMB UK Markets)

Role Overview

As a Customer Success Manager at Trustpilot, you play a key role in our mission to become the universal symbol of trust. You serve as the trusted advisor and value owner for your portfolio, moving beyond simple account management.

What You Will Do

Your core focus is to ensure our customers not only adopt but thrive on our platform. Your responsibilities span the entire customer lifecycle, from initial onboarding to achieving measurable results.

Why It Might Be a Fit

You will drive measurable business adoption across your customer portfolio to deliver tangible results, leveraging data and analytics to prioritize daily account focus and identify high-impact adoption opportunities and churn risks.

Requirements

• Customer Success Background: Strong experience in Customer Success Management in a SaaS or technology environment.
• Heavy Data & Analytics Focus: Proven expertise in analyzing complex customer data, usage metrics, and health scores to prioritize time, make fast decisions, and drive proactive interventions across a large portfolio.
• Solution-Oriented Builder Mindset: Thrives in dynamic, fast-paced environments with high ambiguity; brings an open, inventive mindset and exceptional adaptability to actively shape a growing CSM organization and pioneer scalable, evolving processes.
• Scale & Efficiency: Demonstrated ability to manage a larger-than-average Enterprise portfolio without sacrificing customer health or satisfaction.
• Multi-Vertical Adaptability: Ability to quickly understand and navigate varied business models across 40+ industry verticals.
• Technical Confidence & Stakeholder Management: Technically confident guiding customers through setup and best practices, with strong communication skills across executive and operational stakeholders.

Benefits

• Competitive base salary with an capped commission structure + company bonus
• 25 days holiday plus two (paid) volunteering days a year
• Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Season ticket loan and a cycle-to-work scheme
• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials.
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more.
• Independent financial advice and free standard professional mortgage broker advice (worth £495 in waived fees)