Enterprise Customer Success Manager - Spain

As an Enterprise Customer Success Manager, you are the ultimate value owner and strategic partner for Trustpilot’s highest-tier, most complex accounts for the Spanish 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:

• 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.


• 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.


• Achieve high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively.


• Own customer health, proactively identifying risks and executing recovery actions to maintain high GRR.


• 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.


• Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio.


• 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.


• 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.


• You identify systemic bottlenecks in the CS workflow and propose global improvements that elevate the performance of the entire CS organization.

Who you are:

• Fluent in Spanish and proficient in English.


• You have strong experience in Customer Success or Account Management in a SaaS or technology environment.


• A good understanding of the digital advertising/search marketing industry – preferred.


• Proven ability to drive product adoption, customer satisfaction (NPS), and retention results through strategic intervention.


• You have a solution-seeking mindset and demonstrate high agency while proactively optimize internal workflows to maintain team momentum.


• You bring strong communication and relationship-building skills across multiple stakeholder levels.


• A genuine passion for helping customers succeed and seeing measurable business impact.


• Advanced proficiency in data interpretation; identifies and acts upon complex trends to secure portfolio health and growth.


• You are ready to act as a thought leader and are a collaborative team player who enjoys working with Account Managers, Product, and Marketing. 


• Exceptional organisation skills within high-volume settings; focuses energy on systemic value and long-term results.

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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