Customer Performance Manager in London

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.

You will be the first hire into the Customer Performance function, working directly alongside its Head. Your responsibilities include:

• Owning the recurring cadence for a book of live customers: weekly touchpoints, QBRs, monthly value reports, training and follow-ups.
• Configuring new Trig instances with customers: jobs, objectives, lifecycle stages, signals and value drivers through hands-on workshops.
• Owning first-90-day success for new customers: kickoff → configured → first value → steady cadence.
• Tracking value realised vs promised for every account, and quantifying the gap.
• Spotting expansion and upsell opportunities from signals, usage and stakeholder change, before the customer asks.
• Building the expansion case (evidence, champion, ROI, sizing) and working jointly with sales to close.
• Feeding customer and configuration friction back into product and playbooks.

What you won't do includes data ingestion, integrations, or architecture, as engineering owns that, and new-logo sales, pricing or pre-signature deal work, which sales owns.

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

This role isn't for you if you want an ops team behind you, would rather be coding, prefer hunting new logos, or if 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.