About the role
<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 within the Nordic market. You ensure every customer achieves success with Trustpilot - from onboarding and adoption to measurable results and advocacy.</p> <p>Your mission is to maximize product adoption, strengthen customer health, and reduce churn, ensuring customers realize ongoing value and remain engaged, satisfied partners.</p> <p><strong>What you'll be doing:</strong></p> <ul> <li>Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.</li> <li>Drive measurable Business Adoption across your customer portfolio to deliver tangible results.</li> <li>Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.</li> <li>Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).</li> <li>Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.</li> <li>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>Partner with Marketing to identify case study, testimonial, and reference opportunities.</li> <li>Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.</li> <li>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>Fluent in Danish or Swedish and proficient in English</li> <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>You are technically confident and able to guide customers through setup, usage, and best practices.</li> <li>Strong communication skills across multiple stakeholder levels. You are adept at building trust and asking the key questions that uncover a customer's underlying business needs.</li> <li>You are highly organized with a proven ability to manage a large por