Senior Customer Success Manager

About Us

Trustpilot began in 2007 with a simple yet powerful idea: 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 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions. We employ over 1,000 people and are headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan, and New York.

We’re driven by connection and a culture built on relationships, respect, and collaboration. 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 is to help people and businesses help each other, and we keep it real—no fuss or pretense.

About the Role

As a Senior Customer Success Manager, you are the strategic value owner and trusted advisor for your portfolio of complex, high-value customers. You ensure every strategic customer achieves maximum success with Trustpilot—from advanced onboarding and driving deep product adoption to realizing measurable, C-level results and building strong advocacy relationships. Your mission is to drive strategic product adoption across large organizations, strengthen enterprise-level customer health, and maximize high-value retention, ensuring our largest customers realize ongoing, transformative value and remain deeply engaged, satisfied partners.

Responsibilities

• Lead and architect post-sale onboarding and complex setup across multi-stakeholder environments, ensuring a strong, accelerated foundation for product adoption at scale.
• Drive measurable Business Adoption across your high-value customer portfolio, demonstrating and delivering tangible results to executive sponsors.
• Achieve a high Gross Renewal Rate (GRR) for your high-value book of business by maintaining exceptional customer health, proactively identifying and mitigating systemic risks with a strategic recovery plan.
• Drive high customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your high-value portfolio.
• Act as the strategic first line for complex customer issues related to deep product value, platform usage, or strategic alignment, escalating commercial or billing matters to the Account Manager.
• Partner with Marketing to identify and cultivate high-profile case study, testimonial, and reference opportunities from your flagship accounts.
• Collaborate with Product and Engineering to share structured, high-priority enterprise customer feedback and strategic insights that directly inform roadmap improvements.
• Maintain accurate health metrics, strategic notes, and formal success plans in CRM for comprehensive, executive-level portfolio visibility.

Requirements

• Significant experience (5+ years) in Customer Success or Account Management, specifically managing a portfolio of Enterprise or Strategic customers in a SaaS or technology environment.
• Proven ability to drive deep product adoption, customer satisfaction (NPS), and high-value retention results in a complex, multi-stakeholder sales and service environment.
• Technically proficient and able to guide Enterprise or strategic customers through complex setup, integration, advanced usage, and strategic best practices.
• Exceptional communication and executive relationship-building skills across multiple stakeholder levels, including C-suite.
• Comfortable working with large data sets and strategic business insights to identify trends, risks, and expansion opportunities within complex accounts.
• Highly organized with excellent follow-through and attention to detail.
• Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver comprehensive strategic customer value.
• A genuine passion for helping Enterprise or strategic customers succeed and seeing measurable business impact.
• Good understanding of the digital advertising/search marketing industry (preferred).

Benefits

• Competitive base salary range from $95,000–100,000 (excluding variable pay such as bonuses or commission).
• Range of flexible working options to dedicate time to what matters to you.
• 20 vacation days + 2 personal days + 10 paid holidays.
• Two (paid) volunteering days a year to support causes that matter to you.
• Rich learning and development opportunities through the Trustpilot Academy 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.
• Paid parental leave for employees who have been employed for over 6 months, with full salary scope of benefit after 12 months.
• Regular opportunities to connect with colleagues, including company-wide celebrations, ERG activities, and team socials.
• Friendly, fun, and open office with an onsite gym, gaming room, and fully stocked fridge with snacks and drinks.
• Regular treats and events, including massages, happy hours, and Rockies Open Day celebrations.
• Dog-friendly office space.