Description:
Overview:We are part of a growing industry where we have conquered the global market, and now due to expansion, we are looking for a Customer Success Manager to join our Customer Success function in Melbourne. Our Customer Success Managers play 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 customer journey once they are clients, making sure they are satisfied and use our product to its real value.
In this role, you will also be responsible for customer retention and expansion for our ANZ customers. You'll be acting as a trusted advisor, developing long-term relationships and success plans for customers, 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
- Successfully up/cross-sell Trustpilot’s products and discover new revenue opportunities by mapping accounts
- Invest in customer satisfaction resulting in increased renewal rates and reduced churn
- Convey best practice examples that drive ROI
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores
- Act as a trusted advisor throughout post-sales engagement, advocating customer needs back to Trustpilot’s internal support, product, engineering, marketing, and sales teams
- Proven experience in a similar commercial role
- Experience managing a Mid Market book of business with a focus on achieving a high renewal/retention rate
- Consistent track record of hitting targets in similar capacity in the past
- Demonstrated experience in Customer Success, Account Management, or Relationship Management in a SaaS company, experience in a digital marketing environment would be desirable
- Ability to build and maintain strong relationships with multiple stakeholders
- Excellent communication and negotiation skills
- Experience with selling in a competitive environment and uncovering new revenue opportunities
- Act as a trusted advisor throughout post-sales engagement, advocating customer needs back to Trustpilot’s internal support, product, engineering, marketing, and sales teams
- 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:
- A range of flexible working options to dedicate time to what matters to you
- Competitive compensation package + bonus
- 25 days holiday (plus bank 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 through the Trustpilot Academy, LinkedIn Learning and Blinkist
- Superannuation, salary continuance and life insurance
- 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
- Paid parental leave
- Cycle to work scheme
- A buzzy office with a fully stocked fridge and all the snacks and refreshments you can ask for There are also regular socials, lunches and fun offsite strategy sessions — and tons of opportunities to connect and have fun as a team
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!
#LI-Hybrid #LI-IA1
19 Mar 2025;
from:
uworkin.com