Customer Success Manager - SMB (UK Markets)

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!

Summary Overview:

As a Customer Success Manager at Trustpilot, you play a key role in our mission to become the universal symbol of trust. You serve as the trusted advisor and value owner for your portfolio, moving beyond simple account management. Your core focus is to ensure our customers not only adopt but thrive on our platform. Your responsibilities span the entire customer lifecycle, from initial onboarding to achieving measurable results. By maximising adoption and strengthening customer health, you ensure our

partners realise ongoing value. This ultimately turns our customers into lifelong advocates, fostering sustained engagement and satisfaction.

What you'll be doing:

Onboarding & Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.

Adoption & Value Realisation: Drive measurable Business Adoption across your customer portfolio to deliver tangible results.

Retention & Churn Reduction: Achieve a high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.

Retention & Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).

Customer Experience & NPS: Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.

Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.

Customer Advocacy: Partner with Marketing to identify case study, testimonial, and reference opportunities.

Voice of the Customer: Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.

Operational Excellence: Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.

Who you are:

A SaaS Pedigree: You've built your career in Customer Success, Account Management, or Support within the tech world. You understand the pace of a fast-growing software company.

A Track Record of Impact: You have proven experience increasing product adoption, boosting NPS, and securing long-term retention.

Technical Knowledge: You're confident guiding customers through the "how-to." Whether it's initial setup or optimising complex features, you make the technical feel accessible.

Top-Tier Communication: You're a bridge-builder. You can navigate conversations across all levels, from day-to-day customers to senior stakeholders, with ease and clarity.

Analytical Curiosity: You're comfortable with data. You can look at a dashboard, spot a trend, and turn those insights into a proactive strategy to mitigate risk or find new value.

Sharp Organisational Skills: You thrive on detail with excellent follow-through.

A Collaborative Spirit: You're a true team player who loves working cross-functionally with Product, Marketing, and Sales to create a seamless experience for our customers.

A Passion for Success: You're genuinely motivated by seeing your customers win. You're driven by the tangible, measurable business impact your work creates.

Industry Knowledge: Experience in digital advertising or search marketing is a big plus

We are:

Our sales teams are highly collaborative. We're a great place to work if you enjoy seeing your contributions recognised

Our culture is dynamic, and our employees grow as we do. You'll have plenty of personal development opportunities thanks to our in-house L&D team and individual career mapping

Creative thinkers. We want our employees to be creative and always champion new ways of working

What's in it for you:

A hybrid work set-up (3 days in the office, 2 days remote)

Competitive base salary with an uncapped commission structure + company bonus

25 days holiday per year, increasing to 28 days after 2 years of continuous employment

Two (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

Pension and life insurance

Health cash plan, online GP, 24/7, Employee Assistance Plan

Full access to Headspace, a popular mindfulness app to promote positive mental health

Paid parental leave

Season ticket loan and a cycle-to-work scheme

Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for

Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials

Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more

Independent financial advice and free standard professional mortgage broker advice (worth £495 in waived fees)

Still not sure?

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!

#LI-Hybrid #LI-KW1

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 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 employees and we're headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.

We're driven by connection. It's at the heart of what we do. Our culture keeps things fresh –– it's built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we're proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose to help people and businesses help each other is a tall order, but we keep it real. We're a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you're ready to grow, let's go.

Join us at the heart of trust.

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.

If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com) quoting the role you wish to apply for.