Manager of Customer Success - Italy

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 Manager, Customer Success, you lead a team of Customer Success Managers who own customer value, adoption, and retention across our Italian market.

Your primary focus is ensuring customers achieve measurable success and remain long-term advocates for Trustpilot.

You are accountable for the team’s customer outcomes - driving Business Adoption, high Gross Renewal Rates (GRR) and Net Promoter Scores (NPS) through strong coaching, operational excellence, and cross-functional alignment with Account Management, Product, and Marketing.

What you'll do

Lead and develop a team of Customer Success Managers to deliver exceptional onboarding, adoption, and customer outcomes. Foster a culture of ownership, empathy, and continuous improvement.

Ensure the team proactively manages customer health and achieves high GRR and NPS results. Track and address risk indicators early to minimize churn.

Embed consistent processes for onboarding, success planning, and account reviews. Maintain accurate health and activity data in Salesforce.

Partner with Account Management on renewals and expansions; with Marketing on customer advocacy and case studies; and with Product on Voice of the Customer feedback.

Leverage customer data and dashboards to identify trends, measure impact, and communicate progress to leadership.

Recruit, onboard, and coach high-performing Customer Success Managers. Set clear goals, provide regular feedback, and create opportunities for growth.

Champion the customer internally — ensuring product, process, and policy decisions are made with the customer impact in mind.

What you’ll bring

Fluency in both Italian and English

Experience lea