About the role
<div class="content-intro"><p>At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!</p></div><p><span style="font-family: helvetica, arial, sans-serif;">As a Manager, Customer Success, you lead a team of Customer Success Managers who own customer value, adoption, and retention across our Italian market.</span></p> <p><span style="font-family: helvetica, arial, sans-serif;">Your primary focus is ensuring customers achieve measurable success and remain long-term advocates for Trustpilot.</span><br><br><span style="font-family: helvetica, arial, sans-serif;">You are accountable for the team’s customer outcomes - driving Business Adoption, high Gross Renewal Rates (GRR) and Net Promoter Scores (NPS) through strong coaching, operational excellence, and cross-functional alignment with Account Management, Product, and Marketing.</span></p> <p><strong><span style="font-family: helvetica, arial, sans-serif;">What you'll do:</span></strong></p> <ul> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Lead and develop a team of Customer Success Managers to deliver exceptional onboarding, adoption, and customer outcomes. Foster a culture of ownership, empathy, and continuous improvement.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Ensure the team proactively manages customer health and achieves high GRR and NPS results. Track and address risk indicators early to minimize churn.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Embed consistent processes for onboarding, success planning, and account reviews. Maintain accurate health and activity data in Salesforce.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Partner with Account Management on renewals and expansions; with Marketing on customer advocacy and case studies; and with Product on Voice of the Customer feedback.</span></li> <li style="font-family: helvetica, arial, sans-serif;"><span style="font-family: helvetica, arial, sans-serif;">Leverage customer data and dashboards to identify trends, measure impact, and communicate progress to