Customer Success Manager

Trustpilot•Denver, CO

13h•$65,000 - $75,000

About The Position

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! As a Customer Success Manager, you support a portfolio of customers to ensure they onboard successfully, adopt Trustpilot effectively, and achieve measurable value from the platform. You are accountable for driving strong Business Adoption and Gross Renewal Rate (GRR) within a structured, high-volume portfolio, with Net Promoter Score (NPS) tracked as a key measure of customer experience and satisfaction. This role follows defined playbooks and processes to deliver consistent, repeatable customer success outcomes while developing your capability to manage more complex portfolios over time.

Requirements

You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment.
Proven ability to drive product adoption, customer satisfaction (NPS), and retention results.
Technically confident and able to guide customers through setup, usage, and best practices.
Strong communication and relationship-building skills across multiple stakeholder levels.
Comfortable working with data and insights to identify trends, risks, and opportunities.
Highly organized with excellent follow-through and attention to detail.
Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value.
A genuine passion for helping customers succeed and seeing measurable business impact.

Nice To Haves

A good understanding of the digital advertising/search marketing industry – preferred.

Responsibilities

Onboarding & Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.
Adoption & Value Realization: Drive measurable Business Adoption across your customer portfolio to deliver tangible results.
Retention & Churn reduction: Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
Retention & Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).
Customer Experience & NPS: Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.
Customer Advocacy: Partner with Marketing to identify case study, testimonial, and reference opportunities.
Voice of the Customer: Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.
Operational Excellence: Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.

Benefits

A competitive base salary ranging from $65,000 to $75,000 gross per year. This range doesn’t include any variable pay such as bonuses or other benefits.
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
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 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
Regular treats and events throughout the year including massages in the office, happy hours and Rockies Open Day celebrations, to name a few