Customer Success Manager, SMB

London
Permanent
Full-time

1 day ago

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 Trustpilot's 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 long-term relationships and success plans for customers, ensuring that the maximum value is derived from Trustpilot's products.What you'll be doing:

Establish a relationship with all our customers that ensures customer's 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 Trustpilot's internal support, product, engineering and sales teams
Successfully upsell Trustpilot's 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 solution-oriented manner
Experience with selling in a competitive environment

What's 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 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

Still not sure?We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We're excited to hear about your experiences along with how you will contribute to our working culture. Even if you don't feel you meet all the requirements, we'd still really like to hear from you!#LI-Hybrid #LI-TP1

Trustpilot

Apply Now