Apply on Employer Site

Trustpilot · 21 hours ago

Customer Success Manager

Denver, CO

Full-time

Onsite

Mid Level

$70K/yr - $70K/yr

Trustpilot is a profitable, high-growth FTSE-250 company with a vision to become the universal symbol of trust. The Customer Success Manager will be responsible for renewing and expanding customer relationships, ensuring customer satisfaction, and promoting the value of Trustpilot's platform throughout the customer lifecycle.

Consumer ReviewsE-CommerceInternetReputation

Responsibilities

Promote 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

Effectively Supervise Customer Health

Promptly respond to and supervise pipeline, engagements, health and risk alerts through key tools, programs, and insights

Organize 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 goals

Reports to the Customer Success Team Manager

Amplify the Voice of the Customer

Effectively handle and address customer issues throughout the post-sales engagement with the goal of increasing customer satisfaction

Share achievement stories

Regularly work alongside the Sales, Marketing, Support, Product, and Customer Implementation teams

Qualification

Customer SuccessAccount ManagementRelationship ManagementSaaS ExperienceDigital MarketingProfessional CommunicationEnthusiasm for TechnologyOrganizational SkillsCollaborative SkillsDetail OrientedLeadership SkillsTeam Player

Required

Experience in Customer Success, Account Management, Relationship Management experience in a SaaS company, experience in a digital marketing environment

Professional communication skills, highly organized, collaborative and detail oriented

Experience building and maintaining relationships while working to mitigate churn, promote engagement and revenue growth

Professional leadership skills which inspire belief with our customers

Willing to own customer success and act strategically in promoting long-term customer value

Aspirational, and self-motivated team player who is comfortable working in a growing environment, and is ready to grow with a company and keep pace with our aspirational growth targets

Enthusiasm for technology and for being a part of a fast-growing SaaS company

Benefits

A range of flexible working options to dedicate time to what matters to you

20 vacation days + 2 personal days +10 paid holidays per year

2 (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, and Blinkist

Full health insurance

401k matching your contributions dollar-for-dollar up to 4% of your base salary

24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health

Paid parental leave for employees who have been employed for over 6 months with full full scope of benefit after 12 months

Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials

A friendly, fun and open office complete with an onsite gym, gaming room and fully stocked fridge with ever changing snacks and drinks

Regular treats and events throughout the year including massages in the office, happy hours and Rockies Open Day celebrations, to name a few