Manager of Customer Success

2 giorni fa

Milano, Lombardia, Italia Trustpilot A tempo pieno

As a Manager, Customer Success, you lead a team of Customer Success Managers who own customer value, adoption, and retention across our Italian market.

Your primary focus is ensuring customers achieve measurable success and remain long-term advocates for Trustpilot.

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.

What you'll do:

  • 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.
  • Ensure the team proactively manages customer health and achieves high GRR and NPS results. Track and address risk indicators early to minimize churn.
  • Embed consistent processes for onboarding, success planning, and account reviews. Maintain accurate health and activity data in Salesforce.
  • 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.
  • Leverage customer data and dashboards to identify trends, measure impact, and communicate progress to leadership.
  • Recruit, onboard, and coach high-performing Customer Success Managers. Set clear goals, provide regular feedback, and create opportunities for growth.
  • Champion the customer internally — ensuring product, process, and policy decisions are made with the customer impact in mind.

What you'll bring:

  • Fluency in both Italian and English
  • Experience leading a Customer Success or post-sales team in a SaaS or technology environment.
  • Proven success driving customer adoption, satisfaction, and retention at scale.
  • Deep understanding of customer lifecycle management and success planning frameworks.
  • Strong data literacy and ability to interpret customer health metrics and operational KPIs.
  • Excellent communication and influencing skills, able to align cross-functional stakeholders around customer outcomes.
  • Experience using CRM and Customer Success tools (Salesforce, Gainsight, ChurnZero or similar).
  • Empathetic, organized, and commercially minded leader who builds trust and drives accountability

What's in it for you:

  • Hybrid working model 2/3 days on site in our Milan office and the rest working from home
  • Multiple opportunities throughout the year to visit our international headquarters in Copenhagen for trainings, meetings and team events
  • Tailored leadership development program consisting of workshops, coaching opportunities, and structured feedback mechanisms to enable world-class leadership 
  • 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

Still unsure?

We want everyone to feel welcome at Trustpilot. We're excited to hear about your experiences and how you can help us create a great culture for our team. So don't worry if you don't tick every single box - we'd still love to hear from you

#LI-JS1

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