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 an Enterprise Customer Success Manager, you are the ultimate value owner and strategic partner for Trustpilot’s highest-tier, most complex accounts for the French market. This role is based in our vibrant Copenhagen office, where our dedicated French team is located onsite.&nbsp;<br><br>In this role, you move beyond tactical management to become a trusted advisor, ensuring that Trustpilot is deeply embedded in the customer’s long-term business strategy and digital ecosystem. Your mission is to architect success for your portfolio - from onboarding and adoption to measurable results and advocacy - by translating complex business challenges into measurable product value. You are responsible for driving high-impact adoption and securing long-term retention through executive-level partnership and a deep understanding of the digital landscape.</p> <p><strong>What you'll be doing:</strong></p> <ul> <li>Lead high-stakes, post-sale alignment and executive onboarding for high-tier accounts. You ensure a smooth handover from New Business and a strong foundation for adoption, while establishing a multi-level relationship map that secures strategic buy-in from the outset.</li> <li>Proactively translate technical usage data into compelling ROI narratives. You understand and demonstrate how Trustpilot influences every stage of the digital marketing funnel from driving top-of-funnel traffic to increasing bottom-of-funnel conversion and long-term brand advocacy.</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 GRR.</li> <li>Own the holistic health of your portfolio. You don't just execute playbooks; you design bespoke success plans to mitigate complex churn risks and identify strategic growth opportunities.</li> <li>Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.</li> <li>Serve as the primary executive contact for high-tier accounts, bridging the gap between customer business needs and Trustpilot’s Leadership; you will diagnose complex product value or onboarding issues while strategically triaging commercial matters to Account Managers to ensure a seamless partnership.</li> <li>Synthesize high-tier customer needs into structured insights that inform our glob