Senior Enterprise Customer Success Manager

We’re looking for an Enterprise Customer Success Manager to join our new Enterprise team in Milan. The 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 Enterprise Italy-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 Enterprise 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 Italian and English skills, 
• Experience managing a portfolio of Enterprise customer accounts with a focus on achieving a high renewal/retention rate.
• Consistent track record of hitting targets in a similar capacity over the past few years.
• Demonstrated experience with subscription-based, renewal licence 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
• Confident in giving presentations and quarterly business reviews.

We are:

• Enthusiastic about what we do. Our sales teams are super collaborative and it’s a fun place to work if you enjoy seeing your hard work recognised and rewarded.
• Our culture is fast-paced and our employees grow as we do. You’ll have plenty of personal development opportunities thanks to our in-house enablement team and individual career mapping.
• Ideas people. We like our employees to be creative and always advocate for new ways of working

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 
• At Trustpilot we care about your well-being; you will have full access to apps such as Headspace, Blinkist & LinkedIn Learning  

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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