At a Glance
- Tasks: Manage customer relationships and help them maximise value from Trig.
- Company: Join a dynamic SaaS company focused on customer success.
- Benefits: Competitive salary, flexible work environment, and growth opportunities.
- Other info: Exciting chance to work with AI tools and drive real impact.
- Why this job: Be the first in a new role and shape customer success strategies.
- Qualifications: 4+ years in B2B SaaS customer success with strong ownership skills.
The predicted salary is between 63000 - 77000 £ per year.
The role involves owning the day-to-day relationship with Trig's live customers and helping new customers get their Trig instance configured and delivering value. As the product becomes simpler to onboard, the focus shifts to understanding what each customer is getting from Trig, finding where they could get more, and working with sales to turn that into expansion. This position is the first hire into the Customer Performance function, working directly alongside its Head.
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.
- Own first-90-day success for new customers: kickoff → configured → first value → steady cadence.
- Track value realised vs promised for every account, and quantify 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.
- Commercially comfortable: you've carried or directly influenced a revenue number and can discuss money with a customer.
- 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.
Customer Performance Manager employer: Trig
Trig is an exceptional employer that prioritises employee growth and innovation, making it an ideal place for a Customer Performance Manager. With a collaborative work culture and a focus on customer success, you will have the opportunity to shape processes and drive meaningful impact from day one. Located in a dynamic environment, Trig offers unique advantages such as hands-on workshops and direct engagement with customers, ensuring that your contributions are valued and recognised.
