At a Glance
- Tasks: Manage customer relationships and help them maximise value from Trig.
- Company: Join a dynamic tech 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 50000 - 65000 £ 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.
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.
Customer Performance Manager in London employer: Trig
Trig is an exceptional employer that prioritises employee growth and innovation, particularly in the role of 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Performance Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trig. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Trig before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Performance Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Trig:Your cover letter is your chance to shine! Tell us why you want to work at Trig specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Trig!
How to prepare for a job interview at Trig
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
