Customer Success Manager

Description

Customer Success Manager

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.As an Customer Success Manager 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.

Responsibilities

• 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
• Develop business potential with your accounts and deliver a sustainable pipeline
• Develop strong relationships with our internal teams to support your accounts
• Client meetings will be performed both over the phone and face to face

Please ensure your profiles matches the requirements below. Any applications without these requirements will not be considered.

Requirements:

• Strong track record in managing a large mix of small and large customer accounts with a focus on achieving a high renewal/retention rate within a current Customer Success role.
• Experience of working to and overachieving on targets
• Ideally 3-5 years of account management experience
• Profiles from companies working with Online Marketing, e-commerce or SaaS environments will be strongly preferred
• 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
• Great written and oral presentation skills in English (similar to native level)
• A good understanding of digital advertising/search marketing industry - preferred
• Ability to travel

We Offer:

• Extensive on-going training and development for your career in technology sales
• The opportunity to be a key player at a rapidly expanding global technology company
• Vibrant cultural in our St Pauls HQ with plentiful Snacks, ping pong, extensive social activities.
• If you’re looking for an opportunity to grow, a company that invests in your personal development, a solid compensation package, and a fun culture, then you’ve come to the right place.

About Trustpilot         

Trustpilot is a global, online review community that builds trust and increases transparency between consumers and businesses. Currently boasting more than 50 million consumer reviews of 200,000 businesses, Trustpilot produces a TrustScore for businesses based on recent reviews. Trustpilot’s community is live in 25 countries and more than 10,000 consumers sign up to Trustpilot every day. The platform also helps businesses generate insights through customer review data analytics. This can be used to continuously improve business operations, increase customer satisfaction and drive innovation. By enabling businesses to engage directly with customers, Trustpilot aims to set new global standards in consumer to business dialogue.

Trustpilot has customers in 65 countries and has developed strong positions in Denmark, Sweden, UK, France, Germany and the Netherlands, as well as the US. With offices in Copenhagen, London, New York, Denver, Berlin, Melbourne and Vilnius Trustpilot’s 600+ employees represent 40+ different nationalities.

ApplicationIf you see yourself in this role, and you are interested to know more about us, we suggest that you go to our website www.trustpilot.com.

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.