Manager of Customer Success
Pubblicato il 01-08-2026 - Trustpilot in Milano
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 open customer 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 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.
What you'll do:
- Lead and develop a team of Customer Success Managers to deliver exceptional onboarding, adoption, and customer outcomes. Foster a culture of ownership, empathy, and continuous improvement.
- Ensure the team proactively manages customer health and achieves high GRR and NPS results. 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; and with Product on Voice of the Customer feedback.
- Leverage customer data and dashboards to identify trends, measure impact, and communicate progress to leadership.
- Recruit, onboard, and coach high-performing Customer Success Managers. Set clear goals, provide regular feedback, and create opportunities for growth.
- Champion the customer internally — ensuring product, process, and policy decisions are made with the customer impact in mind.
What you’ll bring:
- Fluency in both Italian and English
- Experi