Manager, Customer Success
$120k - $135k USD
At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!
Role Purpose
As a Manager, Customer Success, you lead a team of Customer Success Managers who own customer value, adoption, and retention across our mid-market segment.
Your primary focus is ensuring customers achieve measurable success and remain long-term advocates for Trustpilot.
You are accountable for the team’s customer outcomes — driving Business Adoption, high Gross Renewal Rates (GRR) and Net Promoter Scores (NPS) through strong coaching, operational excellence, and cross-functional alignment with Account Management, Product, and Marketing.
Key Accountabilities
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Leadership & Coaching: Lead and develop a team of Customer Success Managers to deliver exceptional onboarding, adoption, and customer outcomes. Foster a culture of ownership, empathy, and continuous improvement.
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Customer Retention & Health: Ensure the team proactively manages customer health and achieves high GRR and NPS results. Track and address risk indicators early to minimize churn.
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Operational Excellence: Embed consistent processes for onboarding, success planning, and account reviews. Maintain accurate health and activity data in Salesforce.
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Cross-Functional Collaboration: Partner with Account Management on renewals and expansions; with Marketing on customer advocacy and case studies; and with Product on Voice of the Customer feedback.
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Insights & Reporting: Leverage customer data and dashboards to identify trends, measure impact, and communicate progress to leadership.
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Talent Development: Recruit, onboard, and coach high-performing Customer Success Managers. Set clear goals, provide regular feedback, and create opportunities for growth.
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Customer Experience Leadership: Champion the customer internally — ensuring product, process, and policy decisions are made with the customer impact in mind.
Knowledge, Experience & Capabilities
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Experience leading a Customer Success or post-sales team in a SaaS or technology environment.
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Proven success driving customer adoption, satisfaction, and retention at scale.
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Deep understanding of customer lifecycle management and success planning frameworks.
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Strong data literacy and ability to interpret customer health metrics and operational KPIs.
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Excellent communication and influencing skills, able to align cross-functional stakeholders around customer outcomes.
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Experience using CRM and Customer Success tools (Salesforce, Gainsight, ChurnZero or similar).
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Empathetic, organized, and commercially minded leader who builds trust and drives accountability.
What’s in It for You?
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A competitive base salary range from $120,000-135,000 plus a competitive commission structure. The base salary range stated doesn't include any variable pay such as bonuses or commission or other benefits
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Tailored leadership development programs, including workshops, coaching, and feedback sessions to enhance your skills
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Career development opportunities with a clear path for progression and access to our in-house enablement team
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Flexible working model: Hybrid working setup with 2 days in the office and 3 days from home
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A lucrative commission structure and annual company bonus
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20 vacation days + 2 personal days + 10 paid holidays
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Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
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Full health insurance
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401k matching your contributions dollar-for-dollar up to 4% of your salary
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24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health
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Paid parental leave for employees who have been employed for over 6 months with full salary scope of benefit after 12 months
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Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
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A friendly, fun and open office, gaming room and fully stocked fridge with ever changing snacks and drinks
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Regular treats and events throughout the year including massages in the office, happy hours and Rockies Open Day celebrations to name a few
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Dog friendly office space
Additional Information
We are passionate about what we do. Our team is super collaborative, diverse, and it’s a fun place to work. Our culture is fast-paced, and our employees grow as we do. You’ll have plenty of personal development and coaching opportunities. We are ideas people. We encourage our employees to think outside the box and always champion new ways of working.
About us
Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.
Today, we have more than 300 million reviews and 64 million monthly active users on average across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.
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 the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.
Our purpose to help people and businesses help each other 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, religious beliefs, 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.
If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com) quoting the role you wish to apply for.
Any offer of employment for this position will be subject to our standard background checks.