Teams at Trustpilot

Own strategic success for a portfolio of complex, high-value enterprise customers. Lead onboarding, product adoption, value realization, retention, customer health, issue resolution, advocacy, and executive relationships. Develop success plans, monitor NPS and renewal performance, communicate customer insights to Product and Engineering, and maintain accurate CRM records. The role requires strong SaaS customer success experience, technical fluency, data-driven account management, and the ability to influence C-suite stakeholders.

Partners with Account Executives and Account Managers to drive revenue through technical discovery, tailored demonstrations, solution architecture, proof-of-concepts, and trial management. Translates customer needs into commercially valuable SaaS solutions, removes technical objections, accelerates deal closure, documents integrations, collaborates with Product, Engineering, and Implementation teams, and shares customer feedback to improve the product.

Manage a high-volume SaaS customer portfolio through onboarding, product adoption, value realization, retention, and issue resolution. Monitor customer health, renewal rates, NPS, and adoption metrics; proactively mitigate churn risks; maintain CRM records and success plans; and collaborate with Account Management, Product, and Marketing on escalations, customer feedback, advocacy, and case studies.