OVERVIEW:

We are part of an exploding industry where we have conquered the global market and now due to expansion we, are looking for a Customer Success Manager to join our Account Management function in Milan. 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 Italian-based customers. 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.

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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ABOUT US

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.
Today, we have more than 320 million reviews and 70 million monthly active users across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.
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 the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.
Our purpose to help people and businesses help each other 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.

• Establish a relationship with all our customers that ensures customer’s 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 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