Senior Customer Success Manager

Job description

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 Senior Customer Success Manager on our Enterprise team, you are the value owner and trusted advisor for your portfolio of customers. Unlike traditional enterprise CSM roles, our UK Enterprise team works across 40+ industry verticals, offering a unique and dynamic environment where you will solve diverse customer challenges and workflows daily. In this role, you will manage a portfolio size that is larger than usual for an Enterprise team. Our Customer Success organisation is new and rapidly evolving, offering a hands-on opportunity to help build, test, and shape our operational playbooks and CSM processes from the ground up, while leading smooth customer onboarding to drive rapid time to value. To thrive with a larger Enterprise book of business, there is a heavy need for strong data and analytics skills. You will leverage customer health metrics, product usage telemetry, and data insights to ruthlessly prioritise your focus, proactively mitigate churn risks, maximise value realisation, and regularly engage C-level stakeholders to demonstrate tangible ROI. What you'll be doing: Customer Onboarding: Lead post-sale onboarding & implementation, ensuring a smooth handover from commercial reps and customer time to value. Value Foundation & Alignment: Conduct thorough customer discovery to define clear business goals, success metrics, and KPIs, driving initial activation and long-term adoption across diverse industry verticals. Adoption & Value Realisation: Drive product adoption across your portfolio to deliver tangible business results, prove ROI, safeguard customer health, and secure renewal readiness. Data-Driven Portfolio Prioritization: Leverage data and analytics to effectively prioritize daily account focus, identifying high-impact adoption opportunities and churn risks across a larger enterprise portfolio. Retention & Churn Reduction: Own customer health and maintain high Gross Renewal Rates (GRR) by using health scores and behavioral data to execute proactive recovery actions. Process Building & Strategy Contribution: Actively participate in building out new CSM org processes, standardized playbooks, and best practices as our Customer Success department grows. Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager. Customer Advocacy & Voice of Customer: Partner across teams to bring customer success stories to life, establish a strong voice of the customer within the organization, and actively collaborate with Product and beta programs. Operational Excellence: Maintain accurate health metrics, notes, data-driven insights, and success plans in CRM for full portfolio visibility. Relationship Management & Stakeholder Engagement: Drive effective internal relationship management within the account team and proactively engage external stakeholders to build wider, deeper customer relationships. Who you are: Customer Success Background: Strong experience in Customer Success in a SaaS or technology environment. Heavy Data & Analytics Focus: Proven expertise in analyzing complex customer data, usage metrics, and health scores to prioritize time, make fast decisions, and drive proactive interventions across a large portfolio. Stakeholder Management & Executive Engagement: Proven track record of engaging C-level executive customers to demonstrate tangible ROI, successfully navigating complex organizations, and identifying and unlocking key decision-makers and internal champions. Solution-Oriented Builder Mindset: Thrives in dynamic, fast-paced environments with high ambiguity; brings an open, inventive mindset and exceptional adaptability to actively shape a growing CSM organization and pioneer scalable, evolving processes. Scale & Efficiency: Demonstrated ability to manage a larger-than-average Enterprise portfolio without sacrificing customer health or satisfaction. <