Customer Success Manager

**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 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 and 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
- 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

**Who you are**:

- Fluent in both Italian & English.
- 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

**What's in it for you?**
- 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
- Rich learning and development opportunities supported through the Trustpilot Academy, LinkedIn Learning and Blinkist
- 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
- Reimbursement of internet charges (up to 30 EUR)

**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

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**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 nationali