Customer Success Manager - SMB

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 Trustpilots 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 longterm relationships and success plans for customers ensuring that the maximum value is derived from Trustpilots products.

What youll be doing:

• Establish a relationship with all our customers that ensures customers overall satisfaction with Trustpilot products which will strengthen their adoption and ensure contract renewal
• Ensure a premium experience for our clients by understanding their business objectives key KPIs and ensure that Trustpilot delivers against them
• Convey best practice examples that drive ROI
• Ensure Trustpilot becomes the value adding partner in targeted accounts
• Act as a trusted adviser advocating client needs back to Trustpilots internal support product engineering and sales teams
• Successfully upsell Trustpilots products and discover new revenue opportunities
• Increase renewal rates and reduce churn
• Mapping various accounts in order to cross sell into other parts of their business
• Influence future lifetime value through higher product adoption customer satisfaction and overall health scores
• Successfully onboard clients and ensure they fully utilise their paid subscription

Who you are:

• Experience managing a large portfolio of SME customer accounts with a focus on achieving a high renewal/retention rate
• Ideally 2 years of account management experience
• Demonstrated experience with subscription based renewal license models
• Ability to build and maintain strong relationships with multiple stakeholders
• Excellent communication and negotiation skills
• Adept of uncovering new revenue opportunities
• Possess a solid ability to manage tough conversations in a professional and solutionoriented manner
• Experience with selling in a competitive environment

Whats in it for you

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package bonus
• 25 days holiday per year increasing to 28 days after 2 years of 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 are supported through the Trustpilot Academy LinkedIn Learning 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 cycletowork 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 companywide celebrations and events ERG activities and team socials.
• Access to over 4000 deals and discounts on things like travel electronics fashion fitness cinema discounts and more.
• Independent financial advice and free standard professional mortgage broker advice
• Talent acceleration programs: Fasttrack your career with our tailored development programs designed to support growth at whatever stage of your career

Still not sure

We want to be a part of creating a more diverse equitable and inclusive world of work for all. Were excited to hear about your experiences along with how you will contribute to our working culture. Even if you dont feel you meet all the requirements wed still really like to hear from you!

#LIHybrid #LITP1

Required Experience:

Manager