Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Customer Success Manager - SMB (UK Markets) role.
Rezi rewrites your resume against Trustpilot 's job description. Free.
Tailor your resume to this Customer Success Manager - SMB (UK Markets) role.
Rezi rewrites your resume against Trustpilot 's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Manager - SMB (UK Markets) posting at Trustpilot — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Manager - SMB (UK Markets) posting at Trustpilot — free, in seconds.
About the Role
As a Customer Success Manager at Trustpilot, you will serve as a trusted advisor and value owner for your portfolio, ensuring customers adopt and thrive on the platform. Your responsibilities span the entire customer lifecycle, from onboarding to achieving measurable results, by maximizing adoption and strengthening customer health to ensure ongoing value realization and customer advocacy.
Responsibilities
- Lead post-sale onboarding and setup, ensuring a smooth handover and strong foundation for adoption.
- Drive measurable Business Adoption across your customer portfolio to deliver tangible results.
- Achieve a high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
- Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).
- Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
- Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters.
- Partner with Marketing to identify case study, testimonial, and reference opportunities.
- Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.
- Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.
Requirements
- SaaS background in Customer Success, Account Management, or Support within the tech industry.
- Proven experience increasing product adoption, boosting NPS, and securing long-term retention.
- Confidence in guiding customers through technical aspects of the platform.
- Ability to navigate conversations across all levels, from day-to-day customers to senior stakeholders.
- Comfort with data analysis to identify trends and develop proactive strategies.
- Excellent organizational skills with strong follow-through.
- Collaborative spirit and ability to work cross-functionally with Product, Marketing, and Sales.
- Genuine motivation by customer success and measurable business impact.
- Experience in digital advertising or search marketing is a significant advantage.
Skills
- Customer Success
- Account Management
- Customer Support
- SaaS
- Product Adoption
- NPS Improvement
- Customer Retention
- Technical Guidance
- Communication
- Data Analysis
- Organization
- Collaboration
- Cross-functional Teamwork
- Digital Advertising
- Search Marketing
Location
- Hybrid
Work Type
- Hybrid (3 days in office, 2 days remote)
- Full-time
Experience Level
- Mid-level
Salary/Compensations
- Competitive base salary with an uncapped commission structure + company bonus
Benefits
- Hybrid work set-up
- Competitive base salary
- Uncapped commission structure
- Company bonus
- 25 days holiday per year, increasing to 28 days after 2 years
- Two paid volunteering days per year
- Learning and development opportunities (Trustpilot Academy, Blinkist)
- Pension
- Life insurance
- Health cash plan
- Online GP, 24/7
- Employee Assistance Plan
- Full access to Headspace
- Paid parental leave
- Season ticket loan
- Cycle-to-work scheme
- Office amenities (table tennis, gaming corner, coffee bars, snacks, refreshments)
- Regular social events and team activities
- Access to over 4,000 deals and discounts
- Independent financial advice
- Free standard professional mortgage broker advice
About the Company
- Trustpilot is a profitable, high-growth FTSE-250 company and the world's largest open customer review platform.
- Our vision is to become the universal symbol of trust.
- We are driven by connection, with a culture built on relationships, collaboration, and mutual respect.
- We have over 1000 employees across global operations and over 50 nationalities.
- Our purpose is to help people and businesses help each other.
Equal Opportunity
- Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected.
- Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status.
- We want everyone to feel like they can see themselves at Trustpilot.