Associate Account Manager - SB Italy

As an Associate Account Manager you manage a portfolio of small business customers on the Italian market to ensure strong retention, growth, and product adoption. You are accountable for achieving high Gross Renewal Rate (GRR) and contributing to Net Revenue Retention (NRR) across your portfolio, while also supporting Business Adoption and onboarding for customers on Trustpilot’s entry-level Plus plan.

You follow structured playbooks and processes, balancing efficiency, empathy, and commercial discipline to deliver great customer experiences and predictable renewals.

This is an entry-level commercial role focused on small business customers and entry-tier plans. You will be trained on renewal best practices, onboarding guidance, and product value delivery.

What you'll be doing:

• Own renewals for your customer portfolio, driving strong Gross Renewal Rate (GRR) and consistent contract execution.


• Identify and qualify cross-sell and upsell opportunities to contribute to overall Net Revenue Retention (NRR).


• Guide new Plus plan customers through onboarding and early adoption to ensure activation and measurable Business Adoption.


• Maintain regular, structured communication using predefined cadences, digital touchpoints, and automation to scale customer success.


• Foster strong relationships through clear communication and responsive issue management.


• Maintain accurate data, next steps, and forecasts in Salesforce, ensuring portfolio visibility and operational consistency.


• Partner with Customer Success, Support, and Marketing to share customer insights and improve engagement programs.


• Build product and commercial knowledge to prepare for progression into larger, more complex account portfolios.

Who you are:

• Fluent in Italian and proficient in English.


• You have early experience in customer-facing roles such as renewals, inside sales, or customer success — ideally within a SaaS or subscription-based business.


• Strong relationship-building and communication skills with an ability to balance commercial and customer outcomes.


• Comfortable managing a high volume of customers with structure, organization, and accuracy.


• Experience following sales or success playbooks and using CRM tools (e.g., Salesforce) to track activity.


• Motivated by hitting targets and helping customers achieve value.


• Organized, proactive, and eager to grow into a full Account Manager role.

What’s in it for you:

• A range of flexible working options to dedicate time to what matters to you


• Competitive compensation package + bonus


• 25 days holiday per year, with an extra 5 days holiday allocated after your 1 year anniversary (prorated) 


• Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community


• Rich learning and development opportunities are supported through the Trustpilot Academy, LinkedIn Learning, and Blinkist


• Comprehensive health package, pension, and full access to Headspace, a popular mindfulness app to promote positive mental health


• Paid parental leave


• Central office with  a laid-back vibe and constant buzz of different languages being spoken everywhere you go It’s complete with a coffee bar, canteen, and table tennis and has a wide variety of refreshments available - you can opt-in for breakfast and lunch at an affordable price


• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials


• Opportunity to join the Trustpilot Social Club for a small monthly fee and attend regular social and leisure activities like go-karting, cooking classes, and escape rooms 


• Employee discounts to restaurants and shops

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!

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