Customer Success Manager
- London
- Permanent
- Full-time
- Establishing a relationship with all our customers that ensures customer's overall satisfaction with Trustpilot products, in turn strengthening their adoption and ensuring contract renewal.
- Consistently giving a premium experience for our clients by understanding their business objectives, key KPIs and ensuring that Trustpilot delivers against them.
- Conveying best practice examples that drive ROI.
- Ensuring Trustpilot becomes the value adding partner in targeted accounts.
- Acting as a trusted adviser, advocating client needs back to Trustpilot's internal support, product, engineering and sales teams.
- Successfully upselling Trustpilot's products and discovering new revenue opportunities.
- Increasing renewal rates and reducing churn.
- Mapping various accounts in order to cross sell into other parts of their business.
- Influencing future lifetime value through higher product adoption, customer satisfaction and overall health scores.
- Successfully onboarding clients and ensuring they fully utilise their paid subscription.
- Experience managing a large portfolio of Mid-Market 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 solution-oriented manner.
- Experience with selling in a competitive environment.
- 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 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
- Talent acceleration programs: Fast-track your career with our tailored development programs designed to support growth at whatever stage of your career.