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About the Role

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.

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.

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 analyzing account performance data and forecasting renewals.
Able to work cross-functionally and thrive in a fast-moving, target-driven environment.
A good understanding of the digital advertising/search marketing industry – preferred.

Skills

Account Management
Renewals
SaaS
Subscription-based
Retention
NRR
Upsell
Cross-sell
Commercial awareness
CRM
Salesforce
Communication
Stakeholder management
Negotiation
Data analysis
Forecasting
Cross-functional collaboration
Digital advertising
Search marketing

Location

Work Type

Full-time

Experience Level

Mid-level

Salary/Compensations

$70,000-77,000 gross per year

Benefits

Competitive commission structure
Flexible working options
20 vacation days
2 personal days
10 paid holidays
Two paid volunteering days
Learning and development opportunities
Full health insurance
401k matching up to 4% of base salary
24/7 Employee Assistance Plan
Full access to Headspace
Paid parental leave
Regular opportunities to connect and get to know colleagues
Company-wide celebrations and events
ERG activities
Team socials
Friendly, fun and open office
Rooftop
Gaming room
Fully stocked fridge with snacks and drinks
Dog friendly office

About the Company

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews.
Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.
Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing.
We have more than 1000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.
We’re driven by connection. It’s at the heart of what we do.
Our culture keeps things fresh –– it’s built on the relationships we create.
We talk, we laugh, we collaborate and we respect each other.
We work across borders and cultures to be the universal symbol of trust in an ever-changing world.
With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.
Our purpose to help people and businesses help each other is a tall order, but we keep it real.
We’re a great bunch of humans, doing awesome stuff, without fuss or pretense.
A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of.
If you’re ready to grow, let’s go.
Join us at the heart of trust.

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.
Together, we are the heart of trust.
Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected.
Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.
If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com) quoting the role you wish to apply for.