Senior Customer Success Manager

Location: Via Milano

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 independent consumer 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 value owner and trusted advisor for Trustpilot’s customers on the Italian midmarket. You ensure every customer achieves success with Trustpilot — from onboarding and adoption to measurable results and advocacy.

Your mission is to maximize product adoption, strengthen customer health, and reduce churn, ensuring customers realize ongoing value and remain engaged, satisfied partners.

What you'll be doing:

Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption.

Drive measurable Business Adoption across your customer portfolio to deliver tangible results.

Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.

Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR).Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.

Customer Issue Resolution:
Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager.

Customer Advocacy:
Partner with Marketing to identify case study, testimonial, and reference opportunities.

Voice of the Customer:
Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements.

Operational Excellence:
Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility.

Who you are:

Fluent in Italian and proficient in English.

You have strong experience in Customer Success or Account Management in a SaaS or technology environment.

Proven ability to drive product adoption, customer satisfaction (NPS), and retention results.

Technically confident and able to guide customers through setup, usage, and best practices.

Strong communication and relationship-building skills across multiple stakeholder levels.

Comfortable working with data and insights to identify trends, risks, and opportunities.

Highly organized with excellent follow-through and attention to detail.

Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value.

A genuine passion for helping customers succeed and seeing measurable business impact.

A good understanding of the digital advertising/search marketing industry – preferred.

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, RSUs and benefits
22 days annual leave; after 12 months of continuous service you will be entitled to 3 days extra annual leave2 (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 not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences as well as how you will contribute to our working culture. So, even if you don’t feel you don't meet all the requirements, we'd still really like to hear from you!

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…