Customer Success Manager

**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?**:
We are part of an exploding industry where we have conquered the global market and now due to expansion we, are looking for a Customer Success Manager to join our Account Management function in Milan. Our Customer Success team plays 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 after-sales customer journey, making sure they are satisfied and use our product to its real value.

In this role, you will be responsible for customer retention for our Italian-based 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.

Key Responsibilities:

- 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
- Convey best practice examples that drive ROI
- Ensure Trustpilot becomes the value-adding partner in targeted accounts
- Act as a trusted adviser, advocating client needs back to Trustpilot's internal support, product, engineering and sales teams
- Successfully upsell Trustpilot's products and discover new revenue opportunities
- Increase renewal rates and reduce churn
- Mapping various accounts in order to cross sell into other parts of their business
- Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Successfully onboard clients and ensure they fully utilise their paid subscription

**Requirements**:

- Fluent Italian speaking. Along with English working proficiency.
- Experience managing a large portfolio of SME and Enterprise customer accounts with a focus on achieving a high renewal/retention rate
- Consistent track record of hitting targets in similar capacity over the past few years
- Demonstrated experience with subscription based, renewal license models
- Ability to build and maintain strong relationships with multiple stakeholders
- Excellent communication and negotiation skills
- Adept of uncovering new revenue opportunities
- Possess a solid ability to manage tough conversations in a professional and solution-oriented manner
- Experience with selling in a competitive environment

We Offer:

- On-going career development, training and one-to-one coaching via our in-house enablement team
- Hybrid working model 2/3 days on site and the rest working from home
- A lucrative commission structure, company bonus and benefits
- 22 days annual leave; after 12 months of continuous service you will be entitled to 3 days extra annual leave
- 2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
- At Trustpilot we care about your well-being; you will have full access to apps such as Headspace, Blinkist & LinkedIn Learning

LI-KW1

**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. Working here is an opportunity to collaborate with talented and dedicated people in a rapidly growing, fast-paced and agile environment.

With vibrant office locations all around the world and over 50 nationalities, we're proud to be an equal opportunity workplace with diverse perspectives and ideas. We work hard every day, but we also take the time to catch up with colleagues over a game of table tennis, a cup of coffee or maybe grab some food after work.
- 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._