Strategic Customer Success Manager

| Greater NYC Area

Trustpilot, Europe's leading consumer review platform, has expanded to the US with great success. Join Trustpilot's New York team as a Strategic Customer Success Manager if you are ready to build a great company, have fun and take advantage of real opportunities for growth in a fast paced environment.

About the Role

The Strategic Customer Success team at Trustpilot is the central touchpoint for our strategic and key accounts, orchestrating the post-sales customer lifecycle in partnership with Sales, Onboarding and Support. The Strategic CSM manages the customer relationship, coordinates internally within Trustpilot, drives product adoption and guides the customer to take full advantage of our product. Fundamentally, they ensure our most complex customers derive value from our platform, and ultimately renew and grow their relationship with us.

Core Responsibilities 

  • Manage strategic and key customers to build a success plan that maximizes the Trustpilot review platform
  • Identify and measure metrics for customer success, reporting on progress and identifying account roadblocks during regular reviews
  • Ensure the timely and successful delivery of Trustpilot solutions according to customer needs and objectives
  • Travel and meet with customers in person, discovering and understanding their needs and driving adoption through best practices
  • Act as a trusted advisor throughout post-sales engagement, advocating customer needs back to Trustpilot’s internal support, product, engineering, marketing and sales teams
  • Successfully manage a book of business of ~$1.5M in revenue 
  • Reports to the Customer Success Team Manager

About You

  • 4 year degree required 
  • 3-5 years Customer Success, Account Management, Sales experience in a SaaS company
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience navigating large global organizations across multiple stakeholders and levels
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Experience building and maintaining relationships while anticipating future customer needs, and identify solutions to  mitigate churn, drive engagement and revenue growth
  • Strong leadership skills which inspire confidence with our customers
  • Ambitious, and self-motivated team player who is comfortable working in a fast-paced environment, ready to grow with a company and keep pace with our ambitious growth targets

We offer you

  • A key part of an exciting international growth journey
  • Great colleagues and a social working environment
  • Competitive salary & performance-based bonuses
  • Stock Options
  • Full benefits & 401k
  • Paid family leave
  • Commuter benefits
  • Free lunch Friday and bagel Mondays
  • Snacks, ping pong, foosball, darts, etc.

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

We're steps away from Madison Square Park, where Trusties will often take walks or eat lunch. Countless bars and restaurants are close by!

An Insider's view of Trustpilot

What are some social events your company does?

One of the great things about Trustpilot is how involved our team is inside and outside of work. Whether it is a happy hour, our kickball league, or fundraisers and drives sponsored by TWIL (Trustpilot Women In Leadership), you can expect to be a part of a hard working and fun loving group!

Deane

Account Executive

How do you collaborate with other teams in the company?

We have team members in NYC, London, and Copenhagen which may seem tough to collaborate across all 3 time zones, but we all do a great job keeping in touch via Slack, e-mail, and Hangout Meetings. I enjoy working with a global team because it's allowed me to learn more & gain a new perspective.

Britt

Social Media and Community Manager

What does career growth look like on your team?

Every quarter there have been promotions amongst my team - and we always prefer to promote from within. 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

How do you make yourself accessible to the rest of the team?

I always have a scheduled 1 on 1 every week where it is their time and not mine to ask questions or discuss topics on their mind. With technology today, communication is so important to be comfortable through several channels, so the team has my cell number and we are chatting on Gchat or Slack throughout the day.

Rob

Senior Manager, Support

How does your team reward individual success?

Individual success does not go unnoticed on our team. The people here make it enjoyable to come into work, be collaborative and crush your goals. Trustpilot is always finding ways to reward your individual success, whether it is a dinner or a trendy gift. You also have to prepare for all the high fives!

Zach

Partner Development Manager

What are Trustpilot Perks + Benefits

Culture
Volunteer in local 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.
Friends outside of work
Eat lunch together
Intracompany committees
We have both an Environmental Club and also a Trustpilot Women In Leadership organization, that promotes events and volunteer opportunities both in and out of the office.
Open door policy
Team based strategic planning
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Employees receive 5 days per year of paid sick leave.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Our kickball team is currently undefeated! We have lots of things like this happen year to year.
Professional Development Benefits
Job Training & Conferences
Promote from within

Additional Perks + Benefits

President's Club twice a year - Europe in the summer and the Caribbean in the winter. 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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