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’re looking for an Associate Customer Success Manager to join our commercially driven Customer Success Team in Copenhagen. 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 customer retention for our SMB customers in Italy, based in Copenhagen. You’ll 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. In this position, you will be a part of Trustpilots newly established SMB team, and become an integral part of building a Low Touch Service Model, with a digital approach to our customers. This will mean that we will utilise the best of our product, and our CX organization to enable you to spend the most time with our customers on value-generating activities.

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!

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• Establish a relationship with all our customers that ensures customers’ overall satisfaction with Trustpilot products, which will strengthen their adoption and ensure contract renewal
• Ensure a good and scalable experience. Enable the low touch model to secure that your touchpoints brings value for our clients by understanding their business objectives, Key Performance Indicators and ensuring Trustpilot delivers against them
• Convey best practice examples that drive 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
• Successfully upsell 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
• Successfully onboard clients and ensure they fully utilise their paid subscription