Customer Success Manager – Italy

About the role

Trustpilot is seeking a Customer Success Manager for its Italian market. You will lead a team of Customer Success Managers, ensuring customers achieve measurable success, adopt the platform, and stay long‑term advocates.

Key responsibilities

• Lead, coach and develop a team of Customer Success Managers to deliver onboarding, adoption and retention.
• Drive high Gross Renewal Rates (GRR) and Net Promoter Scores (NPS) by monitoring customer health and addressing risk early.
• Implement consistent processes for onboarding, success planning and account reviews, keeping data accurate in Salesforce.
• Partner with Account Management, Marketing and Product to align renewals, expansions, advocacy programmes and Voice‑of‑Customer feedback.
• Use customer data and dashboards to spot trends, measure impact and report progress to leadership.
• Recruit, onboard and mentor high‑performing Customer Success Managers, setting clear goals and providing regular feedback.

Required profile

• Fluent in Italian and English.
• Proven experience leading a Customer Success or post‑sales team in a SaaS or technology environment.
• Track record of driving adoption, satisfaction and retention at scale.
• Deep understanding of the customer lifecycle and success‑planning frameworks.
• Strong data literacy and ability to interpret health metrics and operational KPIs.
• Excellent communication and influencing skills across cross‑functional stakeholders.
• Experience with CRM and Customer Success tools such as Salesforce, Gainsight or ChurnZero.
• Empathetic, organised and commercially minded leadership style.

Required skills

• Salesforce
• Gainsight
• ChurnZero (or similar Customer Success platform)

What we offer

• Hybrid working model – 2‑3 days per week in the Milan office, the rest remote.
• Opportunities to visit Trustpilot’s headquarters in Copenhagen for training and events.
• Tailored leadership development programme with workshops, coaching and structured feedback.