Manager of Customer Success - Italy

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 independent consumer 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!

 

As a Manager, Customer Success, you lead a team of Customer Success Managers who own customer value, adoption, and retention across our Italian market.

Your primary focus is ensuring customers achieve measurable success and remain long-term advocates for Trustpilot.

You are accountable for the team’s customer outcomes - driving Business Adoption, high Gross Renewal Rates (GRR) and Net Promoter Scores (NPS) through strong coaching, operational excellence, and cross-functional alignment with Account Management, Product, and Marketing.

What you'll do:

• Lead and develop a team of Customer Success Managers to deliver exceptional onboarding, adoption, and customer outcomes. Foster a culture of ownership, empathy, and continuous improvement.
• Ensure the team proactively manages customer health and achieves high GRR and NPS results. Track and address risk indicators early to minimize churn.
• Embed consistent processes for onboarding, success planning, and account reviews. Maintain accurate health and activity data in Salesforce.
• Partner with Account Management on renewals and expansions; with Marketing on customer advocacy and case studies; and with Product on Voice of the Customer feedback.
• Leverage customer data and dashboards to identify trends, measure impact, and communicate progress to leadership.
• Recruit, onboard, and coach high-performing Customer Success Managers. Set clear goals, provide regular feedback, and create opportunities for growth.
• Champion the customer internally — ensuring product, process, and policy decisions are made with the customer impact in mind.

What you’ll bring:

• Fluency in both Italian and English
• Experience leading a Customer Success or post-sales team in a SaaS or technology environment.
• Proven success driving customer adoption, satisfaction, and retention at scale.
• Deep understanding of customer lifecycle management and success planning frameworks.
• Strong data literacy and ability to interpret customer health metrics and operational KPIs.
• Excellent communication and influencing skills, able to align cross-functional stakeholders around customer outcomes.
• Experience using CRM and Customer Success tools (Salesforce, Gainsight, ChurnZero or similar).
• Empathetic, organized, and commercially minded leader who builds trust and drives accountability

What's in it for you:

 

• Hybrid working model 2/3 days on site in our Milan office and the rest working from home
• Multiple opportunities throughout the year to visit our international headquarters in Copenhagen for trainings, meetings and team events
• Tailored leadership development program consisting of workshops, coaching opportunities, and structured feedback mechanisms to enable world-class leadership 
• A lucrative commission structure, company bonus and benefits
• 22 days annual leave; after 12 months of continuous service you will be entitled to 3 days extra annual leave
• 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• At Trustpilot we care about your well-being; you will have full access to apps such as Headspace & Blinkist

 

 

Still unsure?

We want everyone to feel welcome at Trustpilot. We’re excited to hear about your experiences and how you can help us create a great culture for our team. So don’t worry if you don’t tick every single box - we’d still love to hear from you!

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About us

 

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 300 million reviews and 64 million monthly active users on average across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing.