Small Business Account Manager
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 open customer 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 SMB Account Manager, you are responsible for retaining and growing a defined portfolio of existing customers in the US market. You 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. You combine commercial acumen with relationship depth, collaborating closely with Customer Success Managers to ensure adoption, satisfaction, and sustainable revenue growth. You are accountable for contributing to strong Gross Renewal Rate (GRR) and Net Revenue Retention (NRR) results by executing defined renewal processes, maintaining Salesforce accuracy, and supporting customers to achieve measurable value.
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.
- Comfortable analysing account performance data and forecasting renewals.
- Able to work cross-functionally and thrive in a fast-moving, target-driven environment.
Nice To Haves
- A good understanding of the digital advertising/search marketing industry.
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.
Benefits
- A 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
