We run the world’s largest open customer review platform, and while we’ve come a long way, there’s still so much exciting work to do. As a Manager, Customer Success, you lead a team of Customer Success Managers who own customer value, adoption, and retention across our Italian market.
Your primary focus is ensuring customers achieve measurable success and remain long-term advocates for Trustpilot.
You are accountable for the team’s customer outcomes - driving Business Adoption, high Gross Renewal Rates (GRR) and Net Promoter Scores (NPS) through strong coaching, operational excellence, and cross-functional alignment with Account Management, Product, and Marketing. Lead and develop a team of Customer Success Managers to deliver exceptional onboarding, adoption, and customer outcomes. Track and address risk indicators early to minimize churn.
Embed consistent processes for onboarding, success planning, and account reviews. Maintain accurate health and activity data in Salesforce.
Partner with Account Management on renewals and expansions; with Marketing on customer advocacy and case studies; Leverage customer data and dashboards to identify trends, measure impact, and communicate progress to leadership.
Recruit, onboard, and coach high-performing Customer Success Managers. Fluency in both Italian and English
Experience leading a Customer Success or post-sales team in a SaaS or technology environment.
Deep understanding of customer lifecycle management and success planning frameworks.
Strong data literacy and ability to interpret customer health metrics and operational KPIs.
Experience using CRM and Customer Success tools (Salesforce, Gainsight, ChurnZero or similar).
Hybrid working model 2⁄3 days on site in our Milan office and the rest working from home
~ 22 days annual leave; after 12 months of continuous service you will be entitled to 3 days extra annual leave
~We’re excited to hear about your experiences and how you can help us create a great culture for our team
📌 CSM - Customer Success Manager (Italia)
🏢 Trustpilot
📍 Italia
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