At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!
As a Principal Customer Success Manager, you are the ultimate value owner and strategic partner for Trustpilot’s highest-tier, most complex accounts for the Italian market. You move beyond tactical management to become a trusted advisor, ensuring that Trustpilot is deeply embedded in the customer’s long-term business strategy and digital ecosystem.
Your mission is to architect success for your portfolio - from onboarding and adoption to measurable results and advocacy - by translating complex business challenges into measurable product value. You are responsible for driving high-impact adoption and securing long-term retention through executive-level partnership and a deep understanding of the digital landscape.
What you'll be doing:
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Lead high-stakes, post-sale alignment and executive onboarding for high-tier accounts. You ensure a smooth handover from New Business and a strong foundation for adoption, while establishing a multi-level relationship map that secures strategic buy-in from the outset.
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Proactively translate technical usage data into compelling ROI narratives. You understand and demonstrate how Trustpilot influences every stage of the digital marketing funnel from driving top-of-funnel traffic to increasing bottom-of-funnel conversion and long-term brand advocacy.
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Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.
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Own customer health, proactively identifying risks and executing recovery actions to maintain high GRR.
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Own the holistic health of your portfolio. You don't just execute playbooks; you design bespoke success plans to mitigate complex churn risks and identify strategic growth opportunities.
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Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.
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Serve as the primary executive contact for high-tier accounts, bridging the gap between customer business needs and Trustpilot’s Leadership; you will diagnose complex product value or onboarding issues while strategically triaging commercial matters to Account Managers to ensure a seamless partnership.
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Synthesize high-tier customer needs into structured insights that inform our global product roadmap, ensuring Trustpilot evolves alongside the most sophisticated players in the market.
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You identify systemic bottlenecks in the CS workflow and propose global improvements that elevate the performance of the entire CS organization.
Who you are:
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Fluent in Italian and proficient in English.
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You have strong experience in Customer Success or Account Management in a SaaS or technology environment.
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A good understanding of the digital advertising/search marketing industry – preferred.
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Proven ability to drive product adoption, customer satisfaction (NPS), and retention results through strategic intervention.
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You have a solution-seeking mindset and demonstrate high agency while proactively optimize internal workflows to maintain team momentum.
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You bring strong communication and relationship-building skills across multiple stakeholder levels.
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A genuine passion for helping customers succeed and seeing measurable business impact.
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Advanced proficiency in data interpretation; identifies and acts upon complex trends to secure portfolio health and growth.
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You are ready to act as a thought leader and are a collaborative team player who enjoys working with Account Managers, Product, and Marketing.
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Exceptional organisation skills within high-volume settings; focuses energy on systemic value and long-term results.
What’s in it for you:
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Competitive compensation package + bonus
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22 days holiday plus 3 extra days after one year of employment
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2 (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
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EUR 10 per day work meal voucher (mobile app) to contribute towards the cost of lunch
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Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist
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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
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Reimbursement of internet charges (up to 30 EUR)
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-AP1
About us
Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.
Today, we have more than 300 million reviews and 64 million monthly active users on average across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.
We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.
Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.
Join us at the heart of trust.
Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust.
*Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy.
If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com)* quoting the role you wish to apply for.
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