Account Manager (SMB)
As an SMB Account Manager at Trustpilot, you will be responsible for managing and expanding a portfolio of existing customers in the UK market. This role involves driving renewals, identifying opportunities for account growth, and positioning Trustpilot as a long-term partner that delivers measurable business value. You will collaborate closely with Customer Success Managers to ensure customer satisfaction and sustainable revenue growth.
Key responsibilities include owning the end-to-end renewal process to achieve high Gross Renewal Rates (GRR), driving portfolio expansion through upselling and cross-selling to enhance Net Revenue Retention (NRR), and building detailed account plans with accurate forecasts in Salesforce. Additionally, you will lead strategic conversations, including business reviews and contract discussions, and work cross-functionally with teams such as Customer Success, Marketing, and Product to ensure value realization and gather customer feedback.
The ideal candidate will have experience in account management, renewals, or a similar customer-facing role within a SaaS or subscription-based company. A strong understanding of retention strategies, upselling, and cross-selling is essential, along with solid commercial awareness to link product value to customer outcomes. Proficiency in managing a large portfolio, maintaining accurate CRM data, and possessing excellent communication and negotiation skills are also required. Familiarity with the digital advertising or search marketing industry is preferred.
Trustpilot offers a range of flexible working options, a competitive compensation package with bonuses, and 25 days of holiday per year, increasing after one year. Employees also receive two paid volunteering days annually, access to learning and development opportunities through the Trustpilot Academy and Blinkist, comprehensive health benefits, paid parental leave, and a vibrant office environment with various amenities. Regular social events and employee discounts are also part of the benefits package.
Joining Trustpilot means becoming part of a dynamic and inclusive culture that values connection and collaboration. With operations in multiple global locations and a diverse team, Trustpilot provides opportunities for personal and professional growth. The company's mission to be the universal symbol of trust offers employees the chance to contribute to a meaningful purpose while developing their careers in a supportive environment.