Trustpilot, Inc. New York City , NY 10008
Posted 3 weeks ago
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 - $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 under Truspilot's equity program, or other benefits.
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, LinkedIn Learning and Blinkist
Full health insurance
401k matching your contributions dollar-for-dollar up to 4% of your base salary
Discounted club membership at Life Time Fitness
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 scope of benefit after 12 months
A friendly, open office complete with a foosball table, root deck with wifi (rooftop meeting anyone?!) and unlimited snacks and drinks
Free breakfast and lunch on Tuesdays and Wednesdays and extra treats and events during the month - think ice cream carts, coffee bars and massages, 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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Trustpilot, Inc.