Backed by Index.
About the role
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! As an Customer Success Manager, you support a portfolio of customers to ensure they onboard successfully, adopt Trustpilot effectively, and achieve measurable value from the platform.
What they're looking for
- You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment
- Proven ability to drive product adoption, customer satisfaction (NPS), and retention results
- Technically confident and able to guide customers through setup, usage, and best practices
- Strong communication and relationship-building skills across multiple stakeholder levels
- Comfortable working with data and insights to identify trends, risks, and opportunities
- Highly organized with excellent follow-through and attention to detail
More about this role
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!
As an Customer Success Manager, you support a portfolio of customers to ensure they onboard successfully, adopt Trustpilot effectively, and achieve measurable value from the platform.
You are accountable for driving strong Business Adoption and Gross Renewal Rate (GRR) within a structured, high-volume portfolio, with Net Promoter Score (NPS) tracked as a key measure of customer experience and satisfaction.
This role follows defined playbooks and processes to deliver consistent, repeatable customer success outcomes while developing your capability to manage more complex portfolios over time.
- Onboarding & Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
- Adoption & Value Realization: Drive measurable Business Adoption across your customer portfolio to deliver tangible results.
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