Customer Performance Manager
RemoteLondon, England, United Kingdom or United Kingdom
Job Summary
Own the recurring cadence for a book of live customers, including weekly touchpoints, QBRs, monthly value reports, and follow-ups. Configure new Trig instances through hands-on workshops to establish jobs, objectives, and lifecycle stages, then drive first-90-day success from kickoff to steady cadence. Track value realised versus promised for every account, quantify the gap, and proactively spot expansion opportunities based on signals and usage to build cases with sales. Feed configuration friction back into product and playbooks to improve onboarding. This role requires 4+ years in B2B SaaS customer success, proficiency in CS platforms like Gainsight, and commercial comfort in discussing revenue. You will work directly alongside the Head of the Customer Performance function, running established playbooks and evolving them as the product simplifies.
Required Qualifications
- 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
Desired Qualifications
- 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)
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