Enterprise Customer Success Manager

We’re looking for an Enterprise Customer Success Manager to join our new Enterprise team in London. The Customer Success team plays a crucial role in Trustpilot’s commitment to building trust and transparency between consumers and businesses around the world. The team is responsible for the after-sales customer journey, making sure they are satisfied and use our product to its real value.

In this role, you will be responsible for customer retention for our UK Enterprise customers. You'll be acting as a trusted advisor, developing long-term relationships and success plans for customers, and ensuring that the maximum value is derived from Trustpilot’s products.

What you'll be doing:

• Establish a relationship with all our Enterprise customers that ensures customer’s overall satisfaction with Trustpilot products, which will strengthen their adoption and ensure contract renewal
• Ensure a premium experience for our clients by understanding their business objectives, Key Performance Indicators and ensuring Trustpilot delivers against them
• Convey best practice examples that drive ROI
• Ensure Trustpilot becomes the value-adding partner in targeted accounts
• Act as a trusted adviser, advocating client needs back to Trustpilot’s internal support, product, engineering and sales teams
• Successfully upsell Trustpilot’s products and discover new revenue opportunities
• Increase renewal rates and reduce churn
• Mapping various accounts in order to cross-sell into other parts of their business
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Successfully onboard clients and ensure they fully utilise their paid subscription

Who you are:

• Fluent in English
• Experience managing a portfolio of Enterprise customer accounts with a focus on achieving a high renewal/retention rate.
• Consistent track record of hitting targets in a similar capacity over the past few years.
• Demonstrated experience with subscription-based, renewal license models.
• Ability to build and maintain strong relationships with multiple stakeholders.
• Excellent communication and negotiation skills
• Adept of uncovering new revenue opportunities.
• Possess a solid ability to manage tough conversations in a professional and solution-oriented manner
• Experience with selling in a competitive environment
• Confident in giving presentations and quarterly business reviews.

We are:

• Enthusiastic about what we do. Our sales teams are super collaborative and it’s a fun place to work if you enjoy seeing your hard work recognised and rewarded.
• Our culture is fast-paced and our employees grow as we do. You’ll have plenty of personal development opportunities thanks to our in-house enablement team and individual career mapping.
• Ideas people. We like our employees to be creative and always advocate for new ways of working

What's in it for you?

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package + bonus
• 25 days holiday per year, increasing to 28 days after 2 years of employment 
• 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 are supported through the Trustpilot Academy, LinkedIn Learning, and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Season ticket loan and a cycle-to-work scheme
• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials.
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more.
• Independent financial advice and free standard professional mortgage broker advice

Still not sure?

We are Open to All, which means we want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you!

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