Customer Performance Manager

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

The role

You'll own the day-to-day relationship with Trig's live customers and help new customers get their Trig instance configured and delivering value. As the product becomes simpler to onboard, your focus shifts to where the real value is: understanding what each customer is getting from Trig, finding where they could get more, and working with sales to turn that into expansion.

You are the first hire into the Customer Performance function, working directly alongside its Head. You'll run established playbooks and make them better. You’ll begin to write new and improved ways of making our customers successful as you go.

What you\'ll do

• Own the recurring cadence for a book of live customers: weekly touchpoints, QBRs, monthly value reports, training and follow-ups

• Configure new Trig instances with customers: jobs, objectives, lifecycle stages, signals and value drivers - through hands-on workshops (on top of connected data; you won\'t build integrations)

• Own first-90-day success for new customers: kickoff → configured → first value → steady cadence

• Track value realised vs promised for every account, and put a number on the gap

• Spot expansion and upsell opportunities from signals, usage and stakeholder change, before the customer asks

• Build the expansion case (evidence, champion, ROI, sizing) and work it jointly with sales to close

• Feed customer and configuration friction back into product and playbooks

What you won\'t do

• Data ingestion, integrations, or architecture, engineering owns that

• New-logo sales, pricing or pre-signature deal work, sales owns that

Who you are

• 4+ years in B2B SaaS customer success or account management with real ownership of a book: renewals, health, expansion

• A builder on a CS or automation platform (Gainsight, ChurnZero, Totango, HubSpot or similar) - you\'ve configured health scores, journeys and playbooks yourself, not just used them

• Commercially comfortable: you\'ve carried or directly influenced a revenue number and can talk money with a customer - position an upsell, value unrealised ROI, hold your ground

• A systems thinker: fluent in data flows, lifecycle stages and triggers without needing to code

• Senior enough to run a workshop with a Head of CS or CRO solo, and to work with high autonomy

• Excited by AI-agent tooling - you\'d genuinely use Trig on your own book

Bonus points: early CS hire somewhere that scaled 1→50+ customers; named expansions you found and landed; CS operating-model artefacts you\'ve built (segmentation, tiering, SLAs, playbooks).

This isn\'t for you if: you want an ops team behind you, you\'d rather be coding, you\'d rather be hunting new logos, or commercial conversations make you flinch.

Success looks like

• 90 days: you own the full live-customer cadence solo and co-run every new go-live

• 6 months: you\'ve surfaced and packaged at least two qualified expansion opportunities being worked with sales, and value realisation is current and quantified for every live account