Customer Performance Lead: Value Realization & Expansion

Trig; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Trig is seeking an experienced Customer Success professional to own day-to-day relationships with live customers and help new customers configure their Trig instance to deliver value. You'll be the first hire in the Customer Performance function, running playbooks, improving them, and writing new ways to make customers successful, while collaborating with sales on expansion opportunities.

Expect autonomy, the chance to shape CS processes, and direct impact on renewals, health scores and

Qualifications

• 4+ years in B2B SaaS customer success or account management with ownership of renewals, health and expansion.
• Experience configuring health scores, journeys and playbooks in CS platforms.
• Comfort talking money with customers and guiding value-based conversations.
• Systems thinker: understands data flows and lifecycle stages without coding.

Responsibilities

• Own the recurring cadence for live customers: weekly touchpoints, QBRs, monthly value reports, training and follow-ups.
• Configure new Trig instances with customers: goals, lifecycle stages, signals and value drivers in workshops.
• Own first-90-day success: kickoff through value realization and steady cadence.
• Track value realised vs promised and quantify gaps.
• Spot expansion and upsell opportunities from signals and usage, collaborate with sales to close.
• Build expansion cases with ROI, sizing and champions.
• Feed customer feedback into product and playbooks.

Skills

B2B SaaS

Account management

Upsell/cross-sell

Data-driven

Tools

Gainsight

ChurnZero

Totango

HubSpot

Job description

Trig is seeking an experienced Customer Success professional to own day-to-day relationships with live customers and help new customers configure their Trig instance to deliver value. You'll be the first hire in the Customer Performance function, running playbooks, improving them, and writing new ways to make customers successful, while collaborating with sales on expansion opportunities.

Expect autonomy, the chance to shape CS processes, and direct impact on renewals, health scores and