Small Business Account Manager

About the role

We are seeking a SMB Account Manager to join our dynamic team. This role is responsible for retaining and growing a defined portfolio of existing customers in the US market. You will act as the commercial owner of each relationship, driving renewals, expanding accounts, and positioning Trustpilot as a long-term partner that delivers measurable business value.

Responsibilities

• Own the end-to-end renewal process, delivering high Gross Renewal Rates (GRR) and predictable retention.
• Drive portfolio expansion through upsell and cross-sell to achieve strong Net Revenue Retention (NRR) and overall portfolio growth.
• Build and maintain detailed account plans, stakeholder maps, and accurate forecasts in Salesforce.
• Lead commercial and strategic conversations, including business reviews and contract discussions.
• Partner with Customer Success to ensure value realization, with Marketing on customer stories, and with Product on feedback loops.
• Ensure accurate data, forecasting discipline, and pipeline visibility across your portfolio.

Requirements

• Experience in account management, renewals, or a similar customer-facing role within a SaaS or subscription-based company.
• Strong understanding of retention, NRR, upsell, and cross-sell motions.
• Solid commercial awareness with the ability to link product value to customer outcomes.
• Skilled at managing a large portfolio and keeping accurate account data in CRM systems.
• Excellent communication, stakeholder management, and negotiation skills.
• Able to work cross-functionally and thrive in a fast-moving, target-driven environment.
• A good understanding of the digital advertising/search marketing industry (preferred).

Qualifications

• Commensurate with experience.
• Not specified.
• N/A.
• Varies.
• TBD.

Skills

• Not specified.
• Not specified.
• Not specified.
• Not specified.
• Not specified.

Benefits

• Competitive base salary of $70,000-77,000 gross per year (depending on level and experience), plus a competitive commission structure.
• A range of flexible working options to dedicate time to what matters to you.
• 20 vacation days + 2 personal days + 10 paid holidays per year.
• Two (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, and Blinkist.
• Full health insurance 401k matching your contributions dollar-for-dollar up to 4% of your base salary.
• A 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 full scope of benefit after 12 months.
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials.
• A friendly, fun and open office complete with a rooftop, gaming room and fully stocked fridge with ever changing snacks and drinks.
• Dog friendly office.

Pay

A competitive base salary of $70,000-77,000 gross per year (depending on level and experience), plus a competitive commission structure.

Schedule

Flexible working options to dedicate time to what matters to you.