Trustpilot Customer Success Manager

We are part of an exploding industry where we have conquered the global market and now due to expansion we are looking for a Customer Success Manager to join our Account Management function in London Our Customer Success team plays a crucial role in Trustpilot's commitment to building trust and transparency between consumers and businesses around the world The team is responsible for the after sales customer journey, making sure they are satisfied and use our product to its real value In this role, you will be responsible for the customer retention for our UK based customers You will be acting as a trusted advisor, developing long-term relationships and success plans for customers, ensuring that the maximum value is derived from Trustpilot's products Establishing a relationship with all our customers that ensures customer's overall satisfaction with Trustpilot products, in turn strengthening their adoption and ensuring contract renewal Consistently giving a premium experience for our clients by understanding their business objectives, key KPIs and ensuring that Trustpilot delivers against them Conveying best practice examples that drive ROI Ensuring Trustpilot becomes the value adding partner in targeted accounts Acting as a trusted adviser, advocating client needs back to Trustpilot's internal support, product, engineering and sales teams Successfully upselling Trustpilot's products and discovering new revenue opportunities Increasing renewal rates and reducing churn Mapping various accounts in order to cross sell into other parts of their business Influencing future lifetime value through higher product adoption, customer satisfaction and overall health scores Successfully onboarding clients and ensuring they fully utilise their paid subscription

Fuelled by the rise of the consumer voice, Trustpilot started out from the vision that a brand's future is trust and transparency powered. Since launching, Trustpilot has over 167 million reviews across the 714,000+ websites on its platform, with new reviews being added every single second. The company works hard to make sure customers are reading reviews based on real experiences and take an active stance in combating fake reviews. This includes forming a partnership with Veriff to offer identity verification services to the community. Trustpilot earns a majority of its revenue from companies that subscribe to its services. This enables companies to collect reviews at key moments in customer journeys, showcase their reviews elsewhere, and unlock customer insights. The company is entering a new period of growth as it navigates a renewed strategic direction, fuelled by a successful IPO in 2021.