Customer Success Manager

New York, NY, United States

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? This candidate has a proven history 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. Essentially, the CSM is responsible for renewing and expanding our current customer relationships, as well as encouraging goodwill throughout the Trustpilot client-base and larger community which can come in the form of client referrals, testimonials, and case studies.

What you’ll be doing:

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

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

Who you are:

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

What's in it for you?

A competitive base salary of$70,000 - $70,000gross per year, plus a competitive commission structure. The base salary range stated doesn't include any variable pay such as bonuses or commission, awards made under Truspilot's equity program, or other benefits.

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, LinkedIn Learning 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 scope of benefit after 12 months

A friendly, open office complete with a foosball table, root deck with wifi (rooftop meeting anyone?!) and unlimited snacks and drinks

Free breakfast and lunch on Tuesdays and Wednesdays and extra treats and events during the month — think ice cream carts, coffee bars and massages, to name a few

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-KC1

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.

#J-18808-Ljbffr