Senior Customer Success Manager

Role Overview

As a Senior Customer Success Manager, you will be responsible for ensuring every strategic customer achieves maximum success with Trustpilot. You will lead and architect post-sale onboarding and complex setup across multi-stakeholder environments, drive measurable Business Adoption across your high-value customer portfolio, and achieve a high Gross Renewal Rate (GRR) for your high-value book of business.

What You Will Do

Strategic Onboarding & Activation, Adoption & Strategic Value Realization, Retention & Churn Reduction, Customer Experience & NPS, Customer Issue Resolution, Customer Advocacy, Voice of the Customer, Operational Excellence.

Why It Might Be a Fit

You will be a strategic value owner and trusted advisor for your portfolio of complex, high-value customers. You will have the opportunity to drive deep product adoption, customer satisfaction (NPS), and high-value retention results in a complex, multi-stakeholder sales and service environment.

Requirements

• 5+ years of experience in Customer Success or Account Management, specifically managing a portfolio of Enterprise or Strategic customers in a SaaS or technology environment
• Proven ability to drive deep product adoption, customer satisfaction (NPS), and high-value retention results in a complex, multi-stakeholder sales and service environment
• Technically proficient and able to guide Enterprise or strategic customers through complex setup, integration, advanced usage, and strategic best practices
• Exceptional communication and executive relationship-building skills across multiple stakeholder levels, including C-suite
• Comfortable working with large data sets and strategic business insights to identify trends, risks, and expansion opportunities within complex accounts
• Highly organized with excellent follow-through and attention to detail
• 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
• A good understanding of the digital advertising/search marketing industry – preferred

Benefits

• Competitive base salary range from $95,000-108,000
• A range of flexible working options
• 20 vacation days + 2 personal days + 10 paid holidays
• Two (paid) volunteering days a year
• Rich learning and development opportunities
• Full health insurance
• 401k matching your contributions dollar-for-dollar up to 4% of your base salary
• 24/7 Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app
• Paid parental leave for employees who have been employed for over 6 months
• Regular opportunities to connect and get to know your fellow Trusties
• A friendly, fun and open office complete with a rooftop, gaming room and fully stocked fridge with ever changing snacks and drinks
• Dog friendly office space