Customer Success Manager

Trustpilot is a global, online review community that builds trust and transparency between consumers and businesses. Currently boasting more than 15 million consumer reviews of 120,000 businesses, Trustpilot produces a TrustScore for businesses based on recent reviews. Trustpilot’s community is live in 27 countries and more than 10,000 consumers sign up to Trustpilot every day. The platform also helps businesses generate insights through customer review data analytics.

This individual will be tasked with supporting growth and ensuring that every Trustpilot customer has knowledgeable, responsive and a personable main point of contact at our organization during their entire lifecycle. This role will include such tasks as feedback solicitation optimization, on-site integrations, social media integrations, and other customer feedback best practices. Ultimately, this team is responsible for renewing and expanding our current customer relationships, as well as fostering goodwill and positive advocates throughout the Trustpilot client-base and larger community, which can come in the form of client referrals, testimonials, and case studies. The Customer Success Manager role is truly the face of the Customer Success team, as well as completely responsible for the retention and growth of our expansive and impressive customer-base.

* Ensure an exceptional experience for our clients by understanding their business objectives and helping to drive adoption of core functionality. * Convey best practice examples that drive ROI. * Define short, mid and long term Trustpilot goals with your clients and create customer success plans to realize objectives. * Act as a trusted advisor, advocating client needs back to Trustpilot’s internal support, product, engineering and sales teams. * Work for the marketing team to provide client testimonials and case studies as ideal customers emerge. * Feel confident interacting with every individual from every company, small to enterprise via email and phone. * Turn every client into a Trustpilot cheerleader and lifetime Trustpilot customer and advocate. * Successfully handle a large book of business, from 50 – 250 customers of all sizes, and $1.5M in revenue. * You will regularly work alongside the Sales, Marketing, Support, Product, and Client Integration teams. * You will report to the Customer Success Team manager.

* Minimum of 2 years of sales or success manager experience, preferably in the technology or marketing verticals. * A basic knowledge of HTML and e-commerce * A good understanding of SEO/SEM and digital-marketing * A proven track record in managing clients, client retention, and growth * Experience selling in a competitive environment and strong negotiation skills * Adept at uncovering new revenue opportunities and opportunities for client case studies * Proven ability to manage projects to successful completion, multi-task and work within tight deadlines under a large workload, and remain organized * Possess a solid ability to manage tough conversations in a professional and solution-oriented manner * Proficiency in Salesforce or similar CRM systems * A high energy level with excellent communication skills; written and verbal * Thrive in a performance-oriented environment * A 4-year college degree * Proactive and seeks opportunities to learn and improve existing processes * Takes pride in providing a high level of service and delivering a consistent performance