Customer Success Manager

This candidate has a proven history of client retention and growth, is an expert in building consultative relationships and is responsible for ensuring that every Trustpilot customer has a knowledgeable, responsive and a personable main point of contact during their entire lifecycle. Essentially, the CSM is responsible for renewing and expanding our current customer relationships, as well as encouraging goodwill throughout the Trustpilot client-base and larger community which can come in the form of client referrals, testimonials, and case studies.

What you'll be doing:

• Promote Customer Success and Trustpilot Success
• Meet retention and renewal goals aligned to customer business outcomes, ensuring that customers meet their KPIs and realize the full value of the Trustpilot platform
• Stay current and develop new uses for Trustpilot's innovative products and features that align with customer business needs and goals
• Effectively Supervise Customer Health
• Promptly respond to and supervise pipeline, engagements, health and risk alerts through key tools, programs, and insights
• Organize and run the renewal process for a book of business consisting of roughly 150 customers of all sizes that generate $1.5M in annual revenue
• Own the success of assigned customers ensuring that they meet their KPIs and realize the full value of the Trustpilot platform and services by defining short, mid and long term Trustpilot goals and creating customer success plans to realize goals
• Reports to the Customer Success Team Manager
• Amplify the Voice of the Customer
• Effectively handle and address customer issues throughout the post-sales engagement with the goal of increasing customer satisfaction
• Share achievement stories
• Regularly work alongside the Sales, Marketing, Support, Product, and Customer Implementation teams

Who you are:

• Experience in Customer Success, Account Management, Relationship Management experience in a SaaS company, experience in a digital marketing environment
• Professional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships while working to mitigate churn, promote engagement and revenue growth
• Professional leadership skills which inspire belief with our customers
• Willing to own customer success and act strategically in promoting long-term customer value
• Aspirational, and self-motivated team player who is comfortable working in a growing environment, and is ready to grow with a company and keep pace with our aspirational growth targets
• Enthusiasm for technology and for being a part of a fast-growing SaaS company

What's in it for you?

• A competitive base salary of $70,000 gross per year, plus a competitive commission structure. The base salary range stated doesn't include any variable pay such as bonuses or commission, awards made und
• A range of flexible working options to dedicate time to what matters to you
• 20 vacation days + 2 personal days +10 paid holidays per year
• 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities supported through the Trustpilot Academy, and Blinkist
• Full health insurance
• 401k matching your contributions dollar-for-dollar up to 4% of your base salary
• 24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave for employees who have been employed for over 6 months with full full scope of benefit after 12 months
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
• A friendly, fun and open office complete with an onsite gym, gaming room and fully stocked fridge with ever changing snacks and drinks
• Regular treats and events throughout the year including massages in the office, happy hours and Rockies Open Day celebrations, to name a few

Still not sure?

We are Open to All, which means we want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you!

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