Senior Customer Success Manager

The role

You will act as a strategic value owner and advisor for a portfolio of complex, high-value customers. You will drive product adoption, ensure customer health, and maximize retention for large organizations.

What you will do

• Lead and architect post-sale onboarding and complex setup
• Drive measurable Business Adoption across high-value customer portfolio
• Achieve a high Gross Renewal Rate (GRR) for high-value book of business
• Drive high customer satisfaction and advocacy through NPS results
• Act as the strategic first line for complex customer issues
• Partner with Marketing to identify case study and testimonial opportunities
• Collaborate with Product and Engineering to share enterprise customer feedback
• Maintain accurate health metrics, strategic notes, and success plans in CRM

Required qualifications

• 5+ years experience in Customer Success or Account Management
• Experience managing a portfolio of Enterprise or Strategic customers in a SaaS or technology environment
• Ability to drive product adoption, customer satisfaction (NPS), and high-value retention in complex environments
• Technically proficient to guide customers through complex setup, integration, and advanced usage
• Exceptional communication and executive relationship-building skills including C-suite
• Comfortable working with large data sets and strategic business insights
• Highly organized with excellent follow-through and attention to detail
• Collaborative team player

Nice to have

• A good understanding of the digital advertising/search marketing industry

Benefits

• Flexible working options
• 20 vacation days
• 2 personal days
• 10 paid holidays
• Two paid volunteering days a year
• Learning and development opportunities through Trustpilot Academy and Blinkist
• Full health insurance
• 401k matching up to 4% of base salary
• 24/7 Employee Assistance Plan
• Full access to Headspace
• Paid parental leave for employees employed over 6 months
• Company-wide celebrations, ERG activities, and team socials

About the company

Trustpilot is a profitable, high-growth FTSE-250 company that runs the world's largest open customer review platform. The company is headquartered in Copenhagen with operations in multiple global locations.