Associate Customer Success Manager London, England
Job description
We're a leading online reviews platform, free and open to all. Our mission is to be a universal symbol of trust. We are well on our way — but there's still an exciting journey ahead of us. Do you want to join us at the heart of trust?
We are looking for an Associate Customer Success Manager to join our Account Management function in London. Our 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 the customer retention for our UK-based customers. You will 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 customers that ensures 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 goals, and key KPIs and ensuring that Trustpilot delivers against them
- Convey best practice examples that encourage 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
- Effectively up-sell 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
- Effectively onboard clients and ensure they fully utilise their paid subscription
- Become a product subject matter expert in a team which is centre to the business, whilst working with well known brands.
Who you are:
- Experience managing a large portfolio of SME and Enterprise customer accounts with a focus on achieving a high renewal/retention rate
- Account management experience
- Demonstrated experience with subscription based, renewal license models
- Ability to build and maintain solid relationships with multiple stakeholders
- Professional 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
What's in it for you:
- A range of flexible working options to dedicate time to what matters to you
- Competitive compensation package + bonus
- 28 days holiday plus 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 supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
- Pension and Life Insurance
- Health cash plan, Online GP, 24/7 Employee Assistance PlanFull 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 with a Nintendo Wii and VR headsets, 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."
- Free breakfast and lunch in the office on Tuesdays and Wednesdays along with extra treats throughout the month — think ice cream carts, chocolate fountains and cocktail/mocktail bars, to name a few
- Access to over 4,000 deals and discounts on things like travel, electronics, fashion, gym memberships, cinema discounts and more
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!
#LI-Hybrid #LI-IA1
About Trustpilot
At Trustpilot, we're passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we're a place to connect with and influence businesses. For companies, we're a platform for progress; a way to improve and innovate by engaging and collaborating with consumers.
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 a tangible symbol of trust in an ever-changing world. With vibrant office locations all around the world and over 50 nationalities, we're proud to be an equal opportunity workplace with diverse perspectives and ideas.
Our purpose 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.
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, religion, 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.
