Mid-Market Account 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 Mid-Market Account Manager, you are responsible for retaining and growing a defined portfolio of existing customers. You will act as the commercial owner of each relationship — identifying the value drivers for the customer, setting up joint business goals and KPIs, driving renewals, expanding accounts, and positioning Trustpilot as a long-term partner that delivers measurable business value.</p> <p>You combine commercial acumen with relationship depth, collaborating closely with Customer Success Managers to ensure adoption, satisfaction, and sustainable revenue growth.</p> <p>You are accountable for contributing to strong Gross Renewal Rate (GRR) and Net Revenue Retention (NRR) results by executing defined renewal processes, maintaining Salesforce accuracy, and supporting customers to achieve measurable value.</p> <p>This role combines hands-on learning, customer interaction, and operational excellence. </p> <p><strong>What you'll be doing:</strong></p> <ul> <li>Retention & Renewal: Own the end-to-end renewal process, delivering high Gross Renewal Rates (GRR) and predictable retention.</li> <li>Growth & NRR: Drive portfolio expansion through upsell and cross-sell to achieve strong Net Revenue Retention (NRR) and overall portfolio growth.</li> <li>Account Planning: Build and maintain detailed account plans, stakeholder maps, and accurate forecasts in Salesforce.</li> <li>Customer Engagement: Lead commercial and strategic conversations, including business reviews and contract discussions.</li> <li>Cross-Functional Collaboration: Partner with Customer Success to ensure value realization, with Marketing on customer stories, and with Product on feedback loops.</li> <li>Operational Excellence: Ensure accurate data, forecasting discipline, and pipeline visibility across your portfolio.</li> </ul> <p><strong>Who you are:</strong></p> <ul> <li>You have experience in account management, expansions, renewals or a similar customer-facing role within a SaaS or subscription-based company.</li> <li>You focus on customers goals and how to generate value for the customer. You are a value based thinker and seller.</li> <li>Strong understanding of financial numbers, P&Ls, retention, NRR, upsell, and cross-sell motions.</li> <li>Solid commercial awareness with the ability to link produc