Customer Success Manager - SMB (UK Markets)

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!

Summary Overview

As a Customer Success Manager at Trustpilot, you play a key role in our mission to become the universal symbol of trust. You serve as the trusted advisor and value owner for your portfolio, moving beyond simple account management. Your core focus is to ensure our customers not only adopt but thrive on our platform. Your responsibilities span the entire customer lifecycle, from initial onboarding to achieving measurable results. By maximising adoption and strengthening customer health, you ensure our partners realise ongoing value. This ultimately turns our customers into lifelong advocates, fostering sustained engagement and satisfaction.

What you’ll be doing

Onboarding & Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.

Adoption & Value Realisation: Drive measurable Business Adoption across your customer portfolio to deliver tangible results.

Retention & Churn Reduction: Achieve a high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.

Retention & Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).

Customer Experience & NPS: Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.

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: Partner with Marketing to identify case study, testimonial, and reference o