Director UK Customer Success

Trustpilot, Inc.; Greater London; Hybrid; GBP 75,000 - GBP 110,000; Full time

Job summary

A leading review platform company in Greater London is seeking a Director of Customer Success. This role involves leading the UK Customer Success team, focusing on onboarding, retention, and advocacy. The ideal candidate has a strong SaaS background, proven leadership skills, and a track record of driving customer satisfaction and loyalty through innovative strategies. Competitive compensation package and hybrid work environment offered.

Benefits

Hybrid work set-up

Competitive base salary with commission

25 days holiday, increasing with tenure

Paid volunteering days

Learning and development opportunities

Health cash plan and insurance

Mental health support through Headspace

Paid parental leave

Employee discounts and financial advice

Central office location with amenities

Company events and team socials

Qualifications

• Demonstrated success in leading Customer Success initiatives in technology environments.
• Track record of improving GRR and NPS through effective team leadership.
• Strong analytical skills, able to interpret and act on complex data.

Responsibilities

• Lead teams for exceptional onboarding and client retention.
• Achieve high business adoption and renewal rates.
• Drive improvements in NPS through customer engagement.
• Ensure operational excellence in customer success processes.
• Collaborate with departments to align on customer strategies.
• Develop capabilities within customer success teams.
• Utilize customer data to identify improvement opportunities.
• Continuously enhance customer success frameworks.

Skills

SaaS Leadership

Proven Track Record

Methodology Mastery

Influence & Connection

Strategic Data Literacy

Multi-Market Experience

Trust Mindset

Passion for Improvement

Job description

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 independent consumer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust!

Summary Overview:

As a Director of Customer Success, you will lead the UK Customer Success organisation responsible for onboarding, adoption, retention, and advocacy.

Your core responsibility will be to be the ultimate owner of Business Adoption and Gross Renewal Rate (GRR). Your efforts will be guided by the Net Promoter Score (NPS), which serves as the North Star for measuring customer satisfaction and loyalty.

Your mission is to establish scalable leadership capabilities and refine processes to ensure that customer success is repeatable, measurable, and authentically delivered. You will shape the overall customer strategy, develop leadership talent, and implement scalable processes that guarantee measurable, consistent customer success.

What you’ll be doing:

• Customer Success Leadership: Lead regional Customer Success teams to deliver exceptional onboarding, adoption, and retention experiences.
• Adoption & Retention: Achieve strong Business Adoption and Gross Renewal Rate (GRR) by embedding proactive engagement and success planning across the team.
• Customer Experience & NPS: Drive continuous improvement in Net Promoter Score (NPS) through consistent customer engagement and service excellence.
• Operational Excellence: Implement consistent success planning, onboarding standards, and customer health tracking.
• Cross-Functional Collaboration: Partner with Account Management, Product, and Marketing to align on outcomes, case studies, and customer insights.
• Team Development: Coach and develop Customer Success Managers and team leaders to build scalable capability and engagement.
• Customer Insights & Reporting: Use customer health data and feedback to identify trends and improvement opportunities.
• Process Improvement: Continuously enhance frameworks and playbooks to improve impact, efficiency, and customer satisfaction.

We are looking for people with:

• SaaS Leadership: You’ve successfully led Customer Success or post-sales functions in a fast-paced technology environment.
• A Proven Track Record: You have a history of driving high GRR and NPS through scalable processes and inspired team leadership.
• Methodology Mastery: You have a deep understanding of customer lifecycle management and the latest success methodologies.
• Influence & Connection: You’re a master communicator who can align diverse, cross-functional stakeholders around shared customer goals.
• Strategic Data Literacy: You are analytical by nature, with the ability to translate complex data sets into clear, strategic actions.
• Multi-Market Experience: You’re an expert at leading diverse teams across different markets, maintaining high engagement and impact regardless of geography.
• Trust Mindset: You are an empathetic, forward-thinking leader who perfectly balances customer value with commercial performance.
• A Passion for Improvement: You never settle. You’re innovative and constantly looking for ways to improve the customer journey.

We are:

• Our sales teams are highly collaborative. We’re a great place to work if you enjoy seeing your contributions recognised
• Our culture is dynamic, and our employees grow as we do. You’ll have plenty of personal development opportunities thanks to our in-house L&D team and individual career mapping
• Creative thinkers. We want our employees to be creative and always champion new ways of working

What’s in it for you:

• A hybrid work set-up (3 days in the office, 2 days remote)
• Competitive base salary with an uncapped commission structure + company bonus
• 25 days holiday per year, increasing to 28 days after 2 years of continuous employment
• 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 supported through the Trustpilot Academy and Blinkist
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Season ticket loan and a cycle-to-work scheme
• Central office location complete with table tennis, a gaming corner, coffee bars and all the snacks and refreshments you can ask for
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities and team socials
• Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts and more
  Independent financial advice and free standard professional mortgage broker advice (worth £495 in waived fees)

Still not sure?

We want everyone to feel like they can see themselves at Trustpilot. We're keen to hear about your experiences as well as how you can help to create a fantastic culture for our amazing Trusties. So, don't worry if you're looking at this job description and feel like you don't meet all the requirements, we'd still really like to hear from you!

About us

Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve.

Today, we have more than 300 million reviews and 64 million monthly active users on average across the globe, with 140 billion annual Trustbox impressions, and the numbers keep growing. We have more than 1,000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York.

We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas.

Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go.

Join us at the heart of trust.

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. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses 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 ([e-mail])quoting the role you wish to apply for.

Any offer of employment for this position will be subject to our standard background checks.