Customer Performance Manager

The role involves owning the day-to-day relationship with Trig's live customers and assisting new customers in configuring their Trig instance to deliver value. As the product simplifies onboarding, the focus shifts to understanding what each customer is gaining from Trig, identifying areas for improvement, and collaborating with sales to drive expansion.

You will be the first hire in the Customer Performance function, working directly alongside its Head. Your responsibilities include running established playbooks and enhancing them, as well as developing new strategies to ensure customer success.

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 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.
• Identify expansion and upsell opportunities from signals, usage, and stakeholder changes before the customer asks.
• Build the expansion case (evidence, champion, ROI, sizing) and collaborate with sales to close.
• Provide feedback on customer and configuration friction to product and playbooks.

What you won't do:

• Data ingestion, integrations, or architecture; engineering handles that.
• New-logo sales, pricing, or pre-signature deal work; sales manages 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 influenced a revenue number and can discuss financial aspects 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 independently and 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 from 1 to 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 prefer hunting new logos.
• 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.