Enterprise Customer Success Manager

The Enterprise Customer Success team at Trustpilot is the central touchpoint for our key accounts, orchestrating the post-sales customer lifecycle in partnership with Sales, Onboarding and Support. The Enterprise CSM manages the customer relationship, coordinates internally within Trustpilot, drives product adoption and guides the customer to take full advantage of our product. Fundamentally, they ensure our most complex customers derive value from our platform, and ultimately renew and grow their relationship with us.

What you'll be doing

• Manage strategic and key customers to build a success plan that maximizes the Trustpilot review platform

• Identify and measure metrics for customer success, reporting on progress and identifying account roadblocks during regular reviews

• Ensure the timely and successful delivery of Trustpilot solutions according to customer needs and objectives

• Travel and meet with customers in person, discovering and understanding their needs and driving adoption through best practices

• Act as a trusted advisor throughout post-sales engagement, advocating customer needs back to Trustpilot's internal support, product, engineering, marketing and sales teams

• Successfully manage a book of business of ~$1.7M in revenue

• Reports to the Enterprise Customer Success Team Manager

Who You Are

• 5 + years Customer Success, Account Management, Sales experience in a SaaS company

• Passion for technology and for being a part of a fast-growing SaaS company

• Experience navigating large global organizations across multiple stakeholders and levels

• Exceptional communication skills, highly organized, collaborative and detail oriented

• Experience building and maintaining relationships while anticipating future customer needs, and identify solutions to mitigate churn, drive engagement and revenue growth

• Strong leadership skills which inspire confidence with our customers

• Ambitious, and self-motivated team player who is comfortable working in a fast-paced environment, ready to grow with a company and keep pace with our ambitious growth targets

What's in it for you?

• A competitive base salary of $100,000 - $100,000 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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