Head of Customer Success in London

Location: London, hybrid - 2-3 days/week in office

Reporting line: Reports to CEO and CRO

The company

We are trumpet, a diverse group of ambitious people who’ve come together to transform the world of sales and GTM. We’re building a generational company and we’d love you to join us on this journey. Despite the availability of newer tools, the way teams sell hasn’t changed much in 30 years. Sales cycles are longer, buyer journeys are more complex, and buying behaviours are evolving rapidly. trumpet is helping 7,500+ companies including HubSpot, Gong, and Personio centralise their buyer journeys and close deals faster with digital sales rooms - interactive and collaborative spaces powered by actionable AI insights.

When Gong launched, people questioned call recording. Now it’s essential. trumpet is transforming the asynchronous side of the buyer journey - the 95% that happens without a salesperson in the room. We’re backed by leading investors including AlbionVC, Octopus Ventures, Lightbird, Triple Point, and Anamcara, and have raised $9m to date. You’ll be joining at a pivotal moment of growth, helping shape the future of our product and category.

About the role

At trumpet, we fundamentally believe that the best products are built when small, cross-functional, autonomous teams are empowered to solve business problems as they see fit. We never assume what our customers want or need but instead, collaborate with them, to steer the ship, and together achieve greater value from our product. We’re obsessed with delivering continuous and progressive value for them to accomplish their goals and tackle their challenges, head-on.

You will be one of the first 50 hires on our fast-growing team and you’ll inherit a high-performing, award-winning Customer Success team and a strong customer foundation. Your role is to build on that success: Developing the people, systems and commercial motions needed to turn Customer Success into a repeatable growth engine as trumpet scales globally.

You’ll own the full post-sale customer journey, from implementation and onboarding through adoption, support, renewal, expansion, advocacy and churn prevention. You’ll lead a team of five CSMs, an Onboarding Manager, a Digital Customer Success Lead and a CS Ops Lead, with responsibility for a managed book of customers. This is a hands-on leadership role. You’ll coach and develop the team into more strategic, commercially confident customer advisors, while also getting close to the work yourself: joining critical customer conversations, acting as executive sponsor on key accounts, improving our operating model and fighting for every renewal and expansion opportunity. You’ll report to the CRO, with regular strategic partnership and support from the CEO.

What you’ll do

• Own Customer Success performance across GRR, NRR, gross churn, renewal rate, expansion ARR, adoption, time-to-value and forecast accuracy.
• Lead and develop a high-performing CS team across Customer Success, onboarding, digital/scaled CS and CS Ops.
• Coach CSMs to run outcome-led, commercially confident customer conversations; engage senior stakeholders; identify risk earlier; and own renewal and expansion opportunities.
• Build clear segmentation across the customer base, with dedicated high-touch, enterprise, mid-market and scaled/digital motions.
• Create repeatable lifecycle playbooks for onboarding, adoption, executive engagement, churn prevention, renewals, expansion and advocacy.
• Build persona-based customer playbooks using the C.A.R.E.S. stakeholder model, helping teams engage Commercial Owners, Adoption Leaders, Regular Users and other key customer stakeholders.
• Improve renewal forecasting and create a proactive churn-risk process, ensuring risks are identified and managed before renewals become rescue missions.
• Build a repeatable expansion motion, helping CSMs identify customer value, commercial opportunity and the right moments to involve Sales or leadership.
• Act as executive sponsor on major accounts and join critical customer conversations, renewals and expansion opportunities.
• Own the commercial renewal process, including negotiation, offers and discounts, while partnering with Sales and leadership on strategic pricing, packaging and larger opportunities.
• Lead the continued development of our Digital Customer Success motion for sub-£10k ARR customers, creating a scalable model that can grow over time.
• Own the Customer Support function through CS Ops, including Intercom, support quality, knowledge base strategy and customer escalation processes.
• Own and improve the CS operating system across HubSpot, Sequence, Equals, Intercom and future tooling, with autonomy to implement better systems, workflows, reporting and automation.
• Improve the customer reporting, health signals, operating cadences, dashboards and forecasting processes that leadership can trust.
• Be the voice of the customer internally: Package customer insights, trends and requests into clear feedback for Product, and influence roadmap priorities as trumpet continues to evolve.
• Partner closely with Product, Sales, Marketing and Revenue leadership to ensure customer insight shapes go-to-market, product and growth strategy.
• Maintain the strong team culture already in place while creating clear expectations, performance standards, coaching rhythms and career development paths.

What success looks like

• Customer Success is a trusted commercial growth function with clear ownership of retention, renewals and expansion.
• GRR, NRR, churn, expansion ARR, adoption and forecast accuracy are understood, actively managed and improving against ambitious targets.
• The customer base is clearly segmented, with differentiated high-touch, mid-market and scaled/digital customer motions.
• Every segment has repeatable playbooks covering onboarding, adoption, stakeholder engagement, renewal, expansion and churn prevention.
• CSMs are stronger strategic and commercial operators: confident with executive stakeholders, outcome-led conversations, forecasting, negotiation and expansion discovery.
• Churn risks are identified earlier and managed through a consistent, visible process rather than surfacing late in renewal conversations.
• Renewals are predictable, forecastable and proactively managed from well before the 90-day renewal window.
• Expansion becomes a repeatable motion rather than something dependent on individual CSM instinct or a handful of large accounts.
• Key customers have multi-threaded stakeholder plans, executive sponsorship and clear links between trumpet usage and measurable business outcomes.
• The Digital Customer Success model is maturing into a scalable, effective experience for lower-ARR customers.
• Support is efficient, high quality and well connected to both the product experience and wider customer lifecycle.
• Customer feedback is packaged well, influences product priorities and creates clearer adoption and expansion opportunities.
• The team feels challenged, developed, supported and proud of the function they are building.

Required experience

• Proven experience leading a Customer Success team of comparable scale in B2B SaaS, ideally including direct management of 6+ CSMs.
• Experience owning commercial post-sale metrics, including renewals, GRR, NRR, churn prevention, expansion and forecasting.
• Strong experience managing customers across mid-market and increasingly complex enterprise environments.
• Experience building or materially improving a Customer Success operating model, including segmentation, lifecycle playbooks, renewal motions and expansion processes.
• Evidence of coaching CSMs into stronger strategic, commercial and executive-facing operators.
• Experience joining high-stakes customer conversations and acting as an executive sponsor on key accounts.
• Strong understanding of customer health, adoption, churn-risk identification and proactive management.