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ManagerFull-timeRustGitGo
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Principal Customer Success Manager to join Trustpilot, a profitable, high-growth company that runs the world's largest independent consumer review platform. In this role, you will be the strategic partner for Trustpilot’s highest-tier accounts for the Italian market, ensuring the company is deeply embedded in the customer’s long-term business strategy.
Key Responsibilities
- →Lead high-stakes, post-sale alignment and executive onboarding for high-tier accounts
- →Translate technical usage data into compelling ROI narratives
- →Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively
- →Own the holistic health of your portfolio, designing bespoke success plans
- →Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results
- →Serve as the primary executive contact for high-tier accounts
- →Synthesize high-tier customer needs into structured insights that inform our global product roadmap
- →Identify systemic bottlenecks in the CS workflow and propose global improvements
Requirements
- ✓Fluent in Italian and proficient in English
- ✓Strong experience in Customer Success or Account Management in a SaaS or technology environment
- ✓Good understanding of the digital advertising/search marketing industry
- ✓Proven ability to drive product adoption, customer satisfaction (NPS), and retention results
- ✓Solution-seeking mindset with high agency
- ✓Strong communication and relationship-building skills
- ✓Passion for helping customers succeed and seeing measurable business impact
- ✓Advanced proficiency in data interpretation
- ✓Collaborative team player who enjoys working with Account Managers, Product, and Marketing
- ✓Exceptional organization skills within high-volume settings
Benefits
- ★Hybrid working model (2/3 days on site in Milan office)
- ★Opportunities to visit international headquarters in Copenhagen
- ★Tailored leadership development program
- ★Lucrative commission structure, company bonus, RSUs and benefits
- ★22 days annual leave (plus 3 extra days after 12 months)
- ★2 paid volunteering days a year
- ★Access to well-being apps like Headspace & Blinkist
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