Trustpilot Customer Success Manager Interview Questions
& Process

The hiring process was nicely organized, with multiple steps to check how suitable I was. There was a case study I had to do in person, and they really cared about if I'd fit the company culture. Everything was run smoothly by everyone involved, and they kept in touch and were always available.

My interview process began with a recruiter call, then a Zoom interview with two hiring managers. Next, I had an in-person role-play and Q&A session with two hiring managers at their office. The final stage was a Zoom call with the Senior Commercial Director to assess culture fit. I received positive feedback throughout and felt confident about getting an offer, especially after the final stage where the Senior Commercial Director indicated I'd be a good fit. I have 6 years of experience in renewals and upsells across recruitment, print, and digital advertising. I was upfront about my salary expectations and clarified that while my current role doesn't have specific KPIs for renewals and upsells, I actively collaborate with Account Managers and Directors to identify opportunities and support renewal conversations, even though I don't handle contract finalization. After the final interview, I inquired about the salary but didn't get a response for a week. When I followed up, the recruiter asked me to reconfirm my salary expectations. A few days later, I was told I wouldn't receive an offer due to my salary expectations, despite previous positive feedback. Only after I asked for more details, the reasons cited were not directly overseeing renewals and upsells in my current role and my salary expectations, which was disappointing and felt like a waste of time.

The interview itself was good, but there was a disconnect between the different teams, and I never got any feedback. After the interview, I wasn't contacted, and since they reached out to me initially, I didn't follow up either.