Customer Success Manager - (SMB UK Markets)

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 a Customer Success Manager at Trustpilot, you play a key role in our mission to become the universal symbol of trust. You serve as the trusted advisor and value owner for your portfolio, moving beyond simple account management. 

Your core focus is to ensure our customers not only adopt but thrive on our platform. Your responsibilities span the entire customer lifecycle, from initial onboarding to achieving measurable results. By maximising adoption and strengthening customer health, you ensure our partners realise ongoing value. This ultimately turns our customers into lifelong advocates, fostering sustained engagement and satisfaction.

You bring a strategic, analytical mindset to high-volume SMB success. By using data to segment accounts and streamline engagement, you deliver targeted, 1-to-many outreach that drives adoption and retention at velocity.

What you'll be doing:

• Customer Onboarding: Lead post-sale onboarding & implementation, ensuring a smooth handover from commercial reps and customer time to value.
• Adoption & Value Realisation: Drive measurable business adoption across your customer portfolio to deliver tangible results. 
• Data-Driven Portfolio Prioritization: Leverage data and analytics to effectively prioritize daily account focus, identifying high-impact adoption opportunities and churn risks across a large portfolio.
• Retention & Churn Reduction: Own customer health and maintain high Gross Renewal Rates (GRR) by using health scores and behavioral data to execute proactive recovery actions.
• Scaled Strategy & Mass Outreach: Analyze your portfolio to cohort customers by health, stage, and common needs. Design and launch one-to-many programs—including targeted email campaigns and automated messaging—to drive proactive engagement across your entire book of business. 
• Webinars & Community Enablement: Host interactive webinars, virtual workshops, and scaled enablement sessions to efficiently educate high volumes of customers on best practices, setup, and key features.
• Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager. 
• Customer Advocacy: Partner with Marketing to identify case study, testimonial, and reference opportunities. 
• Voice of the Customer: Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements. 
• Operational Excellence: Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility
• Scaled Strategy & Mass Outreach: Analyze your portfolio to cohort customers by health, stage, and common needs. Design and launch one-to-many programs—including targeted email campaigns and automated messaging—to drive proactive engagement across your entire book of business. 
• Webinars & Community Enablement: Host interactive webinars, virtual workshops, and scaled enablement sessions to efficiently educate high volumes of customers on best practices, setup, and key features.

Who you are:

• Customer Success Background: Strong experience in Customer Success Management in a SaaS or technology environment.
• Heavy Data & Analytics Focus: Proven expertise in analyzing complex customer data, usage metrics, and health scores to prioritize time, make fast decisions, and drive proactive interventions across a large portfolio.
• Solution-Oriented Builder Mindset: Thrives in dynamic, fast-paced environments with high ambiguity; brings an open, inventive mindset and exceptional adaptability to actively shape a growing CSM organization and pioneer scalable, evolving processes.
• Scale & Efficiency: Demonstrated ability to manage a larger-than-average Enterprise portfolio without sacrificing customer health or satisfaction.
• Multi-Vertical Adaptability: Ability to quickly understand and navigate varied business models across 40+ industry verticals.
• Technical Confidence & Stakeholder Management: Technically confident guiding customers through setup and best practices, with strong communication skills across executive and operational stakeholders.
• Industry Context: A broad range of industry vertical experience is preferred within a Saas or regulated platform.

We are:

We are passionate about what we do. Our team is super collaborative, diverse, and it’s a fun place to work. Our culture is fast-paced, and our employees grow as we do. You’ll have plenty of personal development and coaching opportunities. We are ideas people. We encourage our employees to think outside the box and always champion new ways of working.

What's in it for you:

• A hybrid work setup (3 days in our Central London office, 2 remote)
• Competitive base salary with an capped commission structure + company bonus
• 25 days holiday plus 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 supported through the Trustpilot Academy, LinkedIn Learning 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 (worth £495 in waived fees)

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-KW1