Customer Success • Lead

Who you are

You have extensive experience in customer success leadership, ideally with a focus on onboarding and retention strategies. Your background includes developing leadership talent and implementing scalable processes that ensure customer success is measurable and repeatable. You understand the importance of customer satisfaction metrics, particularly the Net Promoter Score (NPS), and how they guide your team's efforts. You are adept at fostering a culture of continuous improvement and operational excellence within your team.

You possess strong communication and interpersonal skills, allowing you to effectively engage with customers and internal stakeholders alike. Your leadership style encourages collaboration and empowers your team to deliver exceptional customer experiences. You are results-driven and have a proven track record of achieving high Business Adoption and Gross Renewal Rates (GRR).

What you'll do

In this role, you will lead the UK Customer Success organization, overseeing the onboarding, adoption, retention, and advocacy of customers. You will be responsible for shaping the overall customer strategy and ensuring that your team delivers exceptional experiences that drive customer satisfaction. You will implement processes that enhance customer engagement and success planning, aiming to achieve strong Business Adoption and GRR.

You will work closely with cross-functional teams to ensure alignment on customer needs and expectations. Your focus will be on driving continuous improvement in NPS through proactive engagement and service excellence. You will also be tasked with developing leadership capabilities within your team, ensuring that they are equipped to meet the evolving needs of customers.

What we offer

At Trustpilot, you will be part of a high-growth, profitable company with a strong vision for the future. We offer a collaborative work environment where your contributions will have a meaningful impact on our customers and the business. You will have the opportunity to shape the customer success strategy and lead a talented team dedicated to delivering exceptional results. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds.