Manager of Customer Success - Italy

Overview

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 there is still 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 the 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.

Responsibilities

• 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 minimise 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.

Qualifications

• Fluency in Italian and English.
• Experience leading a Customer Success or post‑sales team in a SaaS or technology environment.
• Proven success driving customer adoption, satisfaction and retention at scale.
• Deep understanding of customer lifecycle management and success planning frameworks.
• Strong data literacy and ability to interpret customer health metrics and operational KPIs.
• Excellent communication and influencing skills, able to align cross‑functional stakeholders around customer outcomes.
• Experience using CRM and Customer Success tools (Salesforce, Gainsight, ChurnZero or similar).
• Empathetic, organised, and commercially minded leader who builds trust and drives accountability.

Benefits

• Hybrid working model: 2/3 days on site in Milan office and remaining days remote.
• Multiple opportunities to visit international headquarters in Copenhagen for training, meetings and events.
• Tailored leadership development programme with workshops, coaching opportunities and structured feedback mechanisms.
• Lucrative commission structure, company bonus and benefits.
• 22 days annual leave; after 12 months of continuous service, 3 extra days added.
• 2 paid volunteering days per year.
• Access to wellbeing apps such as Headspace & Blinkist.
• On‑Target Earnings (OTE): 75,750€ – 89,000€ at 100% of target.
• Variable compensation represents 20% of OTE and comprises a company bonus and OTC (On‑Target Commission).

Equal Employment Opportunity Statement

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. Your personal information will be transferred, accessed and stored globally as necessary for the purposes 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 at [email protected].

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