Account Manager - UK SMB Markets
TrustpilotOnline Review company
Copenhagen, DenmarkMid
Northzone
Index Ventures
SEED Capital Denmark
Draper Esprit
Vitruvian Partners
Sunley House Capital
Sales & Account Management
About the role
TL;DR
Retain and grow a portfolio of existing UK SMB customers, driving renewals and expansion.
- •As a SMB Account Manager, you are responsible for retaining and growing a defined portfolio of existing customers on the UK market.
- •You act as the commercial owner of each relationship
- •driving renewals, expanding accounts, and positioning Trustpilot as a long-term partner that delivers measurable business value.
- •Key Responsibilities Own the end-to-end renewal process, delivering high Gross Renewal Rates (GRR) and predictable retention.
- •Drive portfolio expansion through upsell and cross-sell to achieve strong Net Revenue Retention (NRR) and overall portfolio growth.
- •Build and maintain detailed account plans, stakeholder maps, and accurate forecasts in Salesforce.
- •Lead commercial and strategic conversations, including business reviews and contract discussions.
- •Partner with Customer Success to ensure value realization, with Marketing on customer stories, and with Product on feedback loops.
- •Requirements Experience in account management, renewals, or a similar customer-facing role within a SaaS or subscription-based company.
- •Strong understanding of retention, NRR, upsell, and cross-sell motions.
- •Solid commercial awareness with the ability to link product value to customer outcomes.
- •Skilled at managing a large portfolio and keeping accurate account data in CRM systems.
- •Excellent communication, stakeholder management, and negotiation skills.
Required skills
Account ManagementSalesforceCRMNegotiation
Benefits & perks
Flexible working options, 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, Rich learning and development opportunities, Comprehensive health package, Pension, Full access to Headspace, Paid parental leave, Central office with a laid-back vibe, Coffee bar, Canteen, Table tennis, Wide variety of refreshments available, Option to opt-in for breakfast and lunch at an affordable price, Regular opportunities to connect and get to know your fellow Trusties, Company-wide celebrations and events, ERG activities, Team socials, Opportunity to join the Trustpilot Social Club, Employee discounts to restaurants and shops
Tech stack
SalesforceCRM