Customer Success Manager

| Greater NYC Area
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About the Role

This individual has a proven track record of client retention and growth, is an expert in building
consultative relationships and is responsible for ​ensuring that every Trustpilot customer has a
knowledgeable, responsive and a personable main point of contact during their entire lifecycle. Ultimately,
the CSM is responsible for renewing and expanding our current customer relationships, as well as
fostering goodwill throughout the Trustpilot client-base and larger community which can come in the
form of client referrals, testimonials, and case studies.

Core Responsibilities

  • Drive Customer Success and Trustpilot Success
    • Meet retention and renewal goals aligned to customer business outcomes, ensuring that customers meet their KPIs and realize the full value of the Trustpilot platform
    • Stay current and develop new uses for Trustpilot’s innovative products and features that
      align with customer business needs and goals
  • Proactively Manage Customer Health
    • Promptly respond to and manage pipeline, engagements, health and risk alerts through key tools, programs, and insights
    • Manage and run the renewal process for a book of business consisting of roughly 150 customers of all sizes that generate $1.5M in annual revenue
    • Own the success of assigned customers ensuring that they meet their KPIs and realize the full value of the Trustpilot platform and services by defining short, mid and long term Trustpilot goals and creating customer success plans to realize objectives
    • Reports to the Customer Success Team Manager
  • Amplify the Voice of the Customer
    • Proactively manage and address customer issues throughout the post-sales engagement with the goal of increasing customer satisfaction
    • Share success stories
    • Regularly work alongside the Sales, Marketing, Support, Product, and Customer Implementation teams

About You

  • 4 year degree​ required
  • 3-5 years Customer Success, Account Management, Relationship Management experience in a SaaS company, experience in a digital marketing environment preferred
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Experience building and maintaining relationships while working to mitigate churn, drive engagement and revenue growth
  • Strong leadership skills which inspire confidence with our customers
  • Willing to own customer success and act tenaciously in driving long-term customer value
  • Ambitious, and self-motivated team player who is comfortable working in a fast-paced environment, and is ready to grow with a company and keep pace with our ambitious growth targets
  • Passion for technology and for being a part of a fast-growing SaaS company

Check out our office on Built In New York!

Trustpilot is an online review-driven community and platform that builds relationships between consumers and businesses. Launched in 2007, Trustpilot has seen demand for its service rapidly increase, now providing close 300,000 businesses with TrustScores based on more than 65 million reviews. Trustpilot operates in 24 countries, with offices in the UK, US and Denmark. Enabling businesses to engage with customers directly, Trustpilot invites shoppers to provide reviews of their experiences, allowing for a more open conversation about business improvements based on personal feedback.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.

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Technology we use

  • Sales & Marketing
    • HubSpotCRM
    • SalesforceCRM

Location

This area has lot to offer. You can grab a burger from the original Shake Shack and enjoy the people watching as you hang out in Madison Square Park. Celebrity chef Mario Batali's popular Eataly market is a great place to shop for groceries or eat your way through all the food stalls.

An Insider's view of Trustpilot

How would you describe the company’s work-life balance?

The work-life balance is amazing. It’s been 5 years since I’ve had the luxury of being off on a weekend. Besides that, my managers don’t really bother me outside of my regular working hours, and I'm always encouraged to take my full hour for lunch. You also can’t beat working remotely; my daily commute is about 20 seconds each day

Jawayne

Account Development Representative

What does your typical day look like?

The thing I love the most about my role as an Account Executive is that every day looks different. Some days I’m more focused on setting up new meetings with prospective clients, whereas others I’m spending my time nurturing opportunities I’ve already created and building rapport with new people.

Emily

Account Executive

What makes someone successful on your team?

There are clear paths to move into management or maintain personal growth as an individual contributor. It's nice to know there is an achievable plan in place and management has always been supportive of my goals.

Jeremy

Senior Customer Integration Engineer

What is your vision for the company?

My personal vision for Trustpilot is to make it the preeminent review platform in the United States both in terms of volume of content and review credibility. Within the org, I envision Trustpilot operating in a way that allows us to understand greater detail of our business and to build the best team in the business!

John

Commercial Operations Director

What projects are you most excited about?

As a Talent Acquisition Specialist, my day-to-day consists of conducting technical phone screens, preparing candidates for interviews, and extending offers! Besides my daily responsibilities, I worked on a social media project recently. I was able to utilize my marketing degree to teach my colleagues how to rock their LinkedIn profiles and content.

Kayla

Talent Acquisition Specialist

What are Trustpilot Perks + Benefits

Culture
Volunteer in local community
Every Trustie has two (paid) volunteering days a year, which they can use to give back to their community.
Partners with nonprofits
We partner with a women's shelter in the Bronx, and another non-profit that helps homeless women and children in NYC.
Open door policy
Team based strategic planning
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Trusties in Color (TiC), Pride & Allies, Trustpilot Women in Leadership (TWIL)
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Mental health benefits
Free subscription to Headspace
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Employees receive 5 days per year of paid sick leave.
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free lunch on Wednesday and Breakfast on Thursdays
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Our kickball team is currently undefeated! We have lots of things like this happen year to year.
Fitness stipend
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within

Additional Perks + Benefits

Opportunities to visit our other offices, including internationally. Ongoing training and development across all departments. Catered lunches on Fridays and towards the end of each month, cold brew and beer on tap. Snacks and bagels on Mondays. Internal promotion track, happy hours and office events.

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