Customer Success Manager - UK Market

Trustpilot

  • Location
    • Copenhagen
  • Date Posted
  • 17 Jun 2020
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

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 Copenhagen. 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 a 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
  • Successfully onboard clients and ensure they fully utilise their paid subscription
  • 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 profile matches the requirements below. Any applications without these requirements will not be considered.

Requirements:

Strong track record managing a large portfolio of SME and Enterprise 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

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 the world’s most powerful review platform - free and open to all. With more than 89 million reviews of over 385,000 domains, Trustpilot gives people a place to share and discover reviews of businesses, and we give every company the tools to turn consumer feedback into business results. Our mission is to bring people and businesses closer together to create ever-improving experiences for everyone. Trustpilot reviews are seen more than 2.5 billion times each month by consumers worldwide. With offices in Copenhagen, London, Edinburgh, New York, Denver, Berlin, Melbourne, Vilnius, Trustpilot's 800 employees represent more than 40 different nationalities.