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SeniorFull-timeRustGitGo
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Senior Customer Success Manager to join our team at Trustpilot. This role focuses on ensuring our Italian midmarket customers achieve success with our platform, from onboarding to measurable results and advocacy.
Key Responsibilities
- →Lead post-sale onboarding and setup for customers
- →Drive measurable business adoption across your customer portfolio
- →Achieve high Gross Renewal Rate (GRR) by maintaining customer health
- →Own customer health, proactively identifying risks and executing recovery actions
- →Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results
- →Resolve customer issues related to onboarding, usage, or product value
- →Partner with Marketing to identify case study, testimonial, and reference opportunities
- →Share structured customer feedback and insights with Product
- →Maintain accurate health metrics, notes, and success plans in CRM
Requirements
- ✓Fluent in Italian and proficient in English
- ✓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 and usage
- ✓Strong communication and relationship-building skills
- ✓Comfortable working with data and insights
- ✓Highly organized with excellent follow-through and attention to detail
- ✓Collaborative team player
- ✓Passion for helping customers succeed
- ✓Understanding of digital advertising/search marketing industry (preferred)
Benefits
- ★Hybrid working model (2/3 days on site in Milan, rest remote)
- ★Opportunities to visit international headquarters in Copenhagen
- ★Tailored leadership development program
- ★Lucrative commission structure, company bonus, RSUs
- ★22 days annual leave (plus 3 extra after 12 months)
- ★2 paid volunteering days per year
- ★Access to well-being apps like Headspace & Blinkist
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