# Senior Customer Success Manager at Trustpilot

> United States · Manager · Other · open. Source: https://alderhq.app/jobs/greenhouse%3Atrustpilot%3A8147739 (read 2026-11-13).

## Facts (observed)

- Company: [Trustpilot](https://alderhq.app/companies/trustpilot)
- Location text: New York; Denver; New York
- Where it can be done from (inferred): United States (evidence: "Location: New York; Denver; New York")
- Posted: 2026-10-07 (37 days ago)
- First seen by alder: 2026-11-03 · last verified: 2026-11-13
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://corporate.trustpilot.com/careers/job/8147739?gh_jid=8147739

## Pay and sponsorship

- Posted pay: $95k–$108k per year (from the description)
- Market band for similar posted roles (New York, n 1609): p25 $105k, median $140k, p75 $172k
- Licensed UK sponsor: registered as "Trustpilot Ltd" (checked 2026-11-09, [register](https://www.gov.uk/government/publications/register-of-licensed-sponsors-workers))

## Description (the employer's text)

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!

As a Senior Customer Success Manager, you are the strategic value owner and trusted advisor for your portfolio of complex, high-value customers. You are responsible for ensuring every strategic customer achieves maximum success with Trustpilot — from advanced onboarding and driving deep product adoption to realizing measurable, C-level results and building strong advocacy relationships. Your mission is to drive strategic product adoption across large organizations, strengthen enterprise-level customer health, and maximize high-value retention, ensuring our largest customers realize ongoing, transformative value and remain deeply engaged, satisfied partners.

### What You'll Be Doing

- Strategic Onboarding & Activation: Lead and architect post-sale onboarding and complex setup across multi-stakeholder environments, ensuring a strong, accelerated foundation for product adoption at scale.
- Adoption & Strategic Value Realization: Drive measurable Business Adoption across your high-value customer portfolio, demonstrating and delivering tangible results to executive sponsors.
- Retention & Churn Reduction: Achieve a high Gross Renewal Rate (GRR) for your high-value book of business by maintaining exceptional customer health, proactively identifying and mitigating systemic risks with a strategic recovery plan.
- Customer Experience & NPS: Drive high customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your high-value portfolio.
- Customer Issue Resolution: Act as the strategic first line for complex customer issues related to deep product value, platform usage, or strategic alignment, escalating commercial or billing matters to the Account Manager.
- Customer Advocacy: Partner with Marketing to identify and cultivate high-profile case study, testimonial, and reference opportunities from your flagship accounts.
- Voice of the Customer: Collaborate with Product and Engineering to share structured, high-priority enterprise customer feedback and strategic insights that directly inform roadmap improvements.
- Operational Excellence: Maintain accurate health metrics, strategic notes, and formal success plans in CRM for comprehensive, executive-level portfolio visibility.
### Who you are

- You have significant experience (5+ years) in Customer Success or Account Management, specifically managing a portfolio of Enterprise or Strategic customers in a SaaS or technology environment.
- Proven ability to drive deep product adoption, customer satisfaction (NPS), and high-value retention results in a complex, multi-stakeholder sales and service environment.
- Technically proficient and able to guide Enterprise or strategic customers through complex setup, integration, advanced usage, and strategic best practices.
- Exceptional communication and executive relationship-building skills across multiple stakeholder levels, including C-suite.
- Comfortable working with large data sets and strategic business insights to identify trends, risks, and expansion opportunities within complex accounts.
- Highly organized with excellent follow-through and attention to detail.
- Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver comprehensive strategic customer value.
- A genuine passion for helping Enterprise or strategic customers succeed and seeing measurable business impact.
- A good understanding of the digital advertising/search marketing industry – preferred.
### What's in it for you

- A competitive base salary range from $95,000-108,000. The base salary range stated doesn't include any variable pay such as bonuses or commission or other benefits
- A range of flexible working options to dedicate time to what matters to you

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Atrustpilot%3A8147739 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.