Customer Success Manager

3 weeks ago

Melbourne, Victoria, Australia Trustpilot Full time

Our vision is to be the universal symbol of trust, bringing consumers and businesses together through reviews. We are well on our way—but there's still an exciting journey ahead. Join us at the heart of trust.

Overview

We are part of a growing industry where we have conquered the global market, and now due to expansion, we are looking for a Customer Success Manager to join our Customer Success function in Melbourne. Our Customer Success Managers play 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 customer journey once they are clients, making sure they are satisfied and use our product to its real value.

In this role, you will also be responsible for customer retention and expansion for our ANZ customers. You'll be acting as a trusted advisor, developing long-term relationships and success plans for customers, ensuring that the maximum value is derived from Trustpilot's products.

What You'll Be Doing

  • 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
  • Successfully up/cross-sell Trustpilot's products and discover new revenue opportunities by mapping accounts
  • Invest in customer satisfaction resulting in increased renewal rates and reduced churn
  • Convey best practice examples that drive ROI
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
  • Act as a trusted advisor throughout post-sales engagement, advocating customer needs back to Trustpilot's internal support, product, engineering, marketing, and sales teams
Who You Are
  • Proven experience in a similar commercial role
  • Experience managing a Mid Market book of business with a focus on achieving a high renewal/retention rate
  • Consistent track record of hitting targets in similar capacity in the past
  • Demonstrated experience in Customer Success, Account Management, or Relationship Management in a SaaS company, experience in a digital marketing environment would be desirable
  • Ability to build and maintain strong relationships with multiple stakeholders
  • Excellent communication and negotiation skills
  • Experience with selling in a competitive environment and uncovering new revenue opportunities
We Are
  • Enthusiastic about what we do. Our sales teams are super collaborative and it's a fun place to work if you enjoy seeing your hard work recognised and rewarded.
  • Our culture is fast-paced and our employees grow as we do. You'll have plenty of personal development opportunities thanks to our in-house enablement team and individual career mapping.
  • Ideas people. We like our employees to be creative and always advocate for new ways of working.
What's In It For You
  • A range of flexible working options to dedicate time to what matters to you
  • Competitive compensation package + bonus
  • 25 days holiday (plus bank holidays)
  • Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
  • Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
  • Superannuation, salary continuance and life insurance
  • Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan
  • Paid parental leave
  • Cycle to work scheme
  • A buzzy office with a fully stocked fridge and all the snacks and refreshments you can ask for. There are also regular socials, lunches and fun offsite strategy sessions — and tons of opportunities to connect and have fun as a team.
Still not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We're excited to hear about your experiences as well as how you will contribute to our working culture. So, even if you don't feel you don't meet all the requirements, we'd still really like to hear from you

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.

Join us at the heart of trust.

Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.

Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.

Seniority Level
  • Not Applicable
Employment Type
  • Full-time
Job Function
  • Other
  • Industries: Technology, Information and Internet
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