Enterprise Customer Success Manager

<div class="content-intro"><p>At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!</p></div><p>As a Customer Success Manager, you are the value owner and trusted advisor for your portfolio of customers. You ensure every customer achieves success with Trustpilot — from onboarding and adoption to measurable results and advocacy.Your mission is to maximise product adoption, strengthen customer health, and reduce churn, ensuring customers realise ongoing value and remain engaged, satisfied partners.</p> <p></p> <p><strong>What you'll be doing:</strong></p> <ul> <li>Onboarding & Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.</li> <li>Adoption & Value Realisation: Drive measurable Business Adoption across your customer portfolio to deliver tangible results.</li> <li>Retention & Churn reduction: Achieve a high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.</li> <li>Retention & Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).</li> <li>Customer Experience & NPS: Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.</li> <li>Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.</li> <li>Customer Advocacy: Partner with Marketing to identify case study, testimonial, and reference opportunities.</li> <li>Voice of the Customer: Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.</li> <li>Operational Excellence: Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.</li> </ul> <p><strong>Who you are:</strong></p> <ul> <li>You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment.</li> <li>Proven ability to drive product adoption, customer satisfaction (NPS), and retention results.</li> <li>Technically confident and able to guide customers through setup, usage, and best practices.</li> <li>Strong communication and relationship-building skills across multiple stakeholder levels.</l