We’re a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way — but there’s still an exciting journey ahead of us. Do you want to join us at the heart of trust?

As a Customer Success leader, you will lead a team of Customer Success Managers, who own the customer relationship from the point of paid subscription through to renewal, to achieve key business results and targets.

You will encourage a collaborative and productive work environment, and your daily tasks will include forecasting revenue, identifying new revenue opportunities via cross sell and upsell, mitigating churn or risky accounts, and ensuring our clients receive optimal touchpoints from your team throughout their lifecycle.

You will be advocating for both your team and their client base across one of our key customer segments - Core or SMB. and ensuring the very best customer experience at all times. 

What you'll be doing:

• Inspire, lead and create an environment with high engagement where Trusties can reach their full potential. Set the stage and direction for your team, ensuring we are delivering against our High Performance retention goals.
• Successfully supporting and executing key priorities attached to the customer segment being serviced (Eg. driving healthy growth from the core segment, driving digital transformation and low touch model across the SMB segment etc.)
• Have involvement and contribute to global projects and initiatives outside of day to day regionally-focussed role
• Own your team composition, building and scaling according to the Senior leadership plans
• Drive performance management and be responsible for supporting your team’s career development and personal development plans. Nurturing a positive team environment where Trusties can be themselves 
• Collaborate with our new business colleagues to support pre-sales activities and successful handover from new business to customer success
• Support the development of our evolving processes and provide feedback on development opportunities, always driving efficiency and working closely with our Sales Operations team
• Work closely with other internal departments such as Product, Partnerships, and Marketing to represent Customer Success and be the voice of our customers. Influence product development and other initiatives in the best interests of our clients. 
• Leading by example, you will be responsible for building and nurturing your team culture in alignment with Trustpilot values. A team where all are embracing and leaving by our values of being ‘Positively human’, ‘Open to all’, ‘Collaborative’ and ‘Always with integrity’.

Who you are:

• You have work experience as a Customer Success Manager.
• Experience in leading a team and being involved in People management tasks such as feedback loops, budgeting, workforce planning and recruitment. 
• You have a good understanding of the UK market. 
• Experience with creating and executing business cases and presentations to C-level stakeholders.
• Confident in giving presentations, providing business reviews, analysing data for areas of improvement and having a solution-orientated approach.
• You have a managerial approach to enhance your team to work independently.
• Previous work experience in a B2B subscription model.

We are:

• Passionate about what we do. Our sales teams are super collaborative and it’s a fun place to work if you enjoy seeing your hard work recognised and rewarded.
• Our culture is fast-paced and our employees grow as we do. You’ll have plenty of personal development opportunities thanks to our in-house L&D team and individual career mapping.
• Ideas people. We love our employees to think outside the box and always champion new ways of working

What's in it for you:

• A hybrid work set up (3 days in our Central London office, 2 days WFH)
• Competitive base salary with an uncapped commission structure + company bonus
• 28 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
• 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 are Open to All, which means we want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you!

#LI-Hybrid #LI-IA1

About Trustpilot

At Trustpilot, we’re passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we’re a place to connect with and influence businesses. For companies, we’re a platform for progress; a way to improve and innovate by engaging and collaborating with consumers. 

We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be a tangible symbol of trust in an ever-changing world. With vibrant office locations all around the world and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. 

Our purpose is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. 

A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go. 

Join us at the heart of trust.

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences  are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religion, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.

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.