• Location
    • New York
  • Date Posted
  • Jan. 6, 2022
  • Function
  • Technical & Customer Support
  • Sector
  • Business Applications

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?

Key accountabilities

The Strategic Customer Success team at Trustpilot is the central touchpoint for our strategic and key accounts, orchestrating the post-sales customer lifecycle in partnership with Sales, Onboarding and Support. The Strategic CSM manages the customer relationship, coordinates internally within Trustpilot, drives product adoption and guides the customer to take full advantage of our product. Fundamentally, they ensure our most complex customers derive value from our platform, and ultimately renew and grow their relationship with us.

Core Responsibilities

  • Manage strategic and key customers to build a success plan that maximizes the Trustpilot review platform
  • Identify and measure metrics for customer success, reporting on progress and identifying account roadblocks during regular reviews
  • Ensure the timely and successful delivery of Trustpilot solutions according to customer needs and objectives
  • Travel and meet with customers in person, discovering and understanding their needs and driving adoption through best practices
  • Act as a trusted advisor throughout post-sales engagement, advocating customer needs back to Trustpilot’s internal support,
  • Product, engineering, marketing and sales teams
  • Successfully manage a book of business of ~$1.5M in revenue
  • Reports to the Customer Success Team Manager

About You

  • 3-5 years Customer Success, Account Management, Sales experience in a SaaS company
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience navigating large global organizations across multiple stakeholders and levels
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Experience building and maintaining relationships while anticipating future customer needs, and identify solutions to mitigate churn, drive engagement and revenue growth
  • Strong leadership skills which inspire confidence with our customers
  • Ambitious, and self-motivated team player who is comfortable working in a fast-paced environment, ready to grow with a company and keep pace with our ambitious growth targets

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. Working here is an opportunity to collaborate with talented and dedicated people in a rapidly growing, fast-paced and agile environment.

With vibrant office locations all around the world and over 40 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. We work hard every day, but we also take the time to catch up with colleagues over a game of ping-pong, a cup of coffee or maybe grab a beer after work.

Trustpilot is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Trustpilot is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Trustpilot are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Trustpilot will not tolerate discrimination or harassment based on any of these characteristics. Trustpilot encourages applicants of all ages.

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.