--- title: 'Senior Customer Success Manager at Trustpilot' canonical: 'https://feeny.ai/job/senior-customer-success-manager-trustpilot-new-york-jbkvpvzc2na8' type: 'job' last_seen: '2026-10-14' --- # Senior Customer Success Manager at Trustpilot - **Company:** Trustpilot - **Location:** New York, NY - **Posted:** 2026-10-07 - **Last confirmed live:** 2026-10-14 - **Apply:** https://corporate.trustpilot.com/careers/job/8147739?gh_jid=8147739 ## Job description 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 - 20 vacation days + 2 personal days + 10 paid holidays - Two (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 though the Trustpilot Academy and Blinkist - Full health insurance - 401k matching your contributions dollar-for-dollar up to 4% of your base salary - 24/7 Employee Assistance Plan and full access to Headspace, a popular mindfulness app to promote positive mental health - Paid parental leave for employees who have been employed for over 6 months with full salary scope of benefit after 12 months - Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials - A friendly, fun and open office complete with a rooftop, gaming room and fully stocked fridge with ever changing snacks and drinks - Dog friendly office space Still not sure? We are Open to All, which means we want everyone to 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 are uncertain about meeting all the requirements, we'd still really like to hear from you! ## #LI-JL1 ## 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 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 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 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go. Join us at the heart of trust. Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust. 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.](https://corporate.trustpilot.com/legal/for-everyone/data-privacy-notice-for-candidates/dec-2025) If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com) quoting the role you wish to apply for. ## About Trustpilot ## Company Overview - **One-liner**: Trustpilot operates a leading online review platform that connects consumers and businesses through open, transparent, and independent reviews. - **Entity Type**: Public (London Stock Exchange: TRST.LN) - **Headquarters**: Copenhagen, Denmark - **Founded**: 2007 - **Founders**: Peter Holten Mühlmann (original founder; current leadership includes CEO Adrian Blair) ## Core Business - **Primary industry/industries**: Online Reviews, Consumer Trust & Transparency, SaaS, Marketplace - **Target customers**: B2B (businesses of all sizes, from SMBs to large enterprises) and B2C (consumers seeking reliable product and service reviews) - **Mission or purpose statement**: “To become the universal symbol of trust, empowering consumers to make confident, informed buying decisions while allowing businesses to credibly signal the quality of their services and to gain actionable insights to improve them.” ([trustpilot.com/about](https://www.trustpilot.com/about)) ## Products & Services - **Trustpilot Review Platform**: The core product — an open, independent, and impartial platform where consumers can leave reviews for any business. Businesses can claim their profile, respond to reviews, and manage their online reputation. - **TrustBox**: A widget that businesses embed on their own websites to display Trustpilot reviews and ratings, driving trust with potential customers. Generates ~160 billion annual impressions ([FY 2025 Fact Sheet](https://assets.ctfassets.net/wonkqgvit51x/7Lhsm4uUuW5g59N1HFmfAc/a21f69bf15d1180c8faaba1229e012d3/FY_2025_Fact_Sheet_FINAL.pdf)). - **Business Subscription (Freemium Model)**: Paid plans that provide businesses with tools to automate review invitations, analyze feedback, showcase review content, and access AI-powered features for insights and content integrity. - **Trustpilot API & Integrations**: Allows businesses to integrate review data into their own systems, CRM, and marketing tools. ## Market Standing - **Valuation/Market Cap**: Market cap is publicly available via LSE (TRST.LN). As of March 2026, the company is publicly traded. Specific market cap fluctuates; refer to financial sources for current figure. - **Key Metric (Annual Revenue)**: Not publicly disclosed in the provided sources, but the business operates on a high-margin B2B subscription model with accelerating growth ([FY 2025 Fact Sheet](https://assets.ctfassets.net/wonkqgvit51x/7Lhsm4uUuW5g59N1HFmfAc/a21f69bf15d1180c8faaba1229e012d3/FY_2025_Fact_Sheet_FINAL.pdf)). - **Notable Investors/Partners**: Not specified in provided sources. As a public company, institutional investors are disclosed in filings. - **Growth Signals**: - Over 361 million reviews on the platform (as of March 2026). - ~64 million monthly active users on average globally. - ~160 billion annual TrustBox impressions. - Subscribing businesses in over 120 countries. - Ranked as the 5th most cited domain globally on ChatGPT, indicating strong presence in the AI/LLM ecosystem. - Removed 7.8 million fake reviews in 2025 (11% of total submissions), demonstrating a strong commitment to content integrity. - More than 1,000 employees (“Trusties”) representing over 50 nationalities. ## Competitive Advantages - **Scale & Network Effects**: The platform’s massive consumer audience (64M MAUs, 160B TrustBox impressions) creates a powerful incentive for businesses to participate and maintain a good score, reinforcing the value of the network. - **Open & Transparent Model**: Unlike some competitors, Trustpilot is open, independent, and impartial. Businesses cannot hide negative reviews, which builds consumer trust in the platform’s integrity. - **Content Integrity & AI**: Heavy investment in technology and data to detect and remove fake reviews (7.8M removed in 2025). This trustworthiness is a key differentiator and is increasingly important in an AI-driven world. - **Brand Recognition & SEO Power**: Trustpilot is a globally recognized brand. Its profiles are structured for Answer Engine Optimization (AEO), and it is a top-cited domain for LLMs like ChatGPT, giving it significant organic visibility. - **High-Margin Subscription Model**: The B2B freemium model with high margins provides a strong, predictable revenue stream and allows for reinvestment in platform growth and integrity. ## Strategic Focus - **Content Integrity & Trust**: Continuing to invest heavily in AI and manual enforcement to maintain the integrity of reviews, which is core to the platform’s value proposition and regulatory engagement. - **AI & Answer Engine Optimization**: Positioning the platform to be a primary source of trusted data for AI assistants and large language models (LLMs), ranking as the 5th most cited domain on ChatGPT. - **Global Expansion**: Growing the subscriber base across verticals (online and offline) and geographies (already in 120+ countries). - **Product Innovation**: Enriching the platform with AI-powered features for both consumers and businesses, and making profiles “AEO ready” to capture the shift in how consumers search for information. ## Why Work Here - **Mission-Driven Work**: Employees (“Trusties”) work on a globally impactful mission — building trust between consumers and businesses. The company emphasizes that their work “influences the daily choices and real-world experiences of millions of people.” - **Culture & Values**: The company is built on strong values: integrity, customer obsession, collaboration (“win together”), positivity, and a bias for action. The culture is described as open, transparent, and fun, with a focus on psychological safety and respect. - **Flexible Work**: Trustpilot offers a range of hybrid, office, and remote working options, understanding that “it's not always about where and when — it's about being able to do our best work” ([corporate.trustpilot.com/careers](https://corporate.trustpilot.com/careers)). - **Diversity, Equity & Inclusion**: The company is dedicated to creating an environment where everyone can bring their authentic self to work, supported by Employee Resource Groups and ongoing listening. - **Wellbeing & Perks**: Employees have access to the Headspace mindfulness app, an Employee Assistance Program, and online mental health resources. The company also offers two paid volunteer days per year. - **Growth & Development**: Trustpilot emphasizes autonomy and personal development, offering personal development plans, exposure to career-defining projects, and development courses. - **Global & Diverse Team**: With over 1,000 employees from 50+ nationalities across 9 offices (Copenhagen, Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan, New York), it’s a highly international and collaborative environment. ## Sources 1. [Trustpilot About Page](https://www.trustpilot.com/about) 2. [Trustpilot Careers Page](https://corporate.trustpilot.com/careers) 3. [Trustpilot FY 2025 Fact Sheet (Investor Relations)](https://assets.ctfassets.net/wonkqgvit51x/7Lhsm4uUuW5g59N1HFmfAc/a21f69bf15d1180c8faaba1229e012d3/FY_2025_Fact_Sheet_FINAL.pdf) 4. [Trustpilot LinkedIn](https://www.linkedin.com/company/trustpilot) 5. [Trustpilot Job Board (Greenhouse)](https://job-boards.greenhouse.io/trustpilot) ## Other roles at Trustpilot - [Account Executive - DACH](https://feeny.ai/job/account-executive-dach-trustpilot-hamburg-mg4bg5a5cxvj) — Hamburg, Germany - [Solutions Engineer](https://feeny.ai/job/solutions-engineer-trustpilot-new-york-p418yh9pkb5g) — New York, NY - [Senior Product Manager, Growth](https://feeny.ai/job/senior-product-manager-growth-trustpilot-copenhagen-8qgk2wephgp7) — Copenhagen, Denmark - [Senior Product Manager, Growth](https://feeny.ai/job/senior-product-manager-growth-trustpilot-edinburgh-mk6xb65bg2hc) — Edinburgh, United Kingdom - [Senior Product Manager, Growth](https://feeny.ai/job/senior-product-manager-growth-trustpilot-london-n3qee8tryxjr) — London, United Kingdom - [Senior Product Manager](https://feeny.ai/job/senior-product-manager-trustpilot-copenhagen-dan215pwja78) — Copenhagen, Denmark - [Senior Product Manager](https://feeny.ai/job/senior-product-manager-trustpilot-edinburgh-td7rprygka48) — Edinburgh, United Kingdom - [Senior Product Manager](https://feeny.ai/job/senior-product-manager-trustpilot-london-hwnr46d5z2x9) — London, United Kingdom - [Senior Customer Success Manager - DACH](https://feeny.ai/job/senior-customer-success-manager-dach-trustpilot-hamburg-93ht1nnyvnye) — Hamburg, Germany - [Account Manager, French Mid-Market (Copenhagen)](https://feeny.ai/job/account-manager-french-mid-market-copenhagen-trustpilot-copenhagen-mf9begf36s45) — Copenhagen, Denmark