Customer Success Manager

6 months ago

Melbourne, Australia Trustpilot Full time

**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 are part of an exploding industry where we have conquered the global market and due to growth in Asia we are looking for a Mandarin speaking Customer Success Manager to join our Customer Success team here in Melbourne.

Our Customer Success Managers are responsible for supporting our business customers on the journey to achieve their objectives and goals, and renewing and expanding our current customer relationships. The team plays a crucial role in Trustpilot's commitment to building trust and transparency between consumers and businesses around the world.

You will need a proven track record of client retention and growth, are an expert in building consultative relationships and passionate about being responsible for ensuring that every Trustpilot customer has a knowledgeable, responsive and a personable main point of contact during their entire lifecycle.

What you'll be doing:

- Establish a relationship with our customers that ensures customer's overall adoption and satisfaction with Trustpilot products, which will strengthen their adoption and ensure subscription renewal and reduce churn
- Own the success of assigned customers ensuring that they meet their business objectives and realise the full value of the Trustpilot platform and services by defining short, mid and long term Trustpilot goals
- Develop business expansion potential with your accounts and deliver a sustainable pipeline of upsells
- Own, manage and engage a dedicated portfolio of accounts
- Showcase success stories and wins with the internal teams and our customers
- Work alongside the Implementation, New Biz, Partnerships, Support, Marketing and Content Integrity teams to ensure the best outcomes for your customers

Who you are:

- Fluent in Mandarin (Speaking, Reading and Writing). Along with English working proficiency
- 3+ years account management, customer success or B2B sales experience within a SaaS company
- Exceptional communication skills, highly organised, collaborative and detail oriented
- Experience building and maintaining relationships with multiple stakeholders whilst working to mitigate churn, drive engagement and revenue growth
- Demonstrated experience of growing an assigned portfolio and hitting commercial targets
- Ambitious, and self-motivated team player who is comfortable working in a fast-paced environment
- Passion for technology and for being a part of a fast-growing SaaS company
- Possess a solid ability to manage tough conversations in a professional and solution-oriented manner

**We offer**:

- A range of flexible working options to dedicate time to what matters to you
- Competitive compensation package + bonus
- 25 days holiday (plus bank holidays) along with 2 (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
- The opportunity to be involved in and support programs such as Trustpilot Women in Leadership (TWIL) - an employee-led initiative designed to foster strong leadership at Trustpilot by identifying, empowering and equipping high-performing women to move into leadership positions

**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

LI-RC1

**About Trustpilot**:
At Trustpilot, we're passionate about our mission to offer a free and open to all review platform, built on collaboration. For consumers, we're a place to connect with and influence businesses. For companies, we're a platform for progress; a way to improve and innovate by engaging and collaborating with consumers.

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 a tangible symbol of trust in an ever-changing

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