Customer Performance Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage the ongoing relationship with a portfolio of live clients, including weekly check-ins, quarterly business reviews (QBRs), monthly value assessments, training sessions, and follow-up communications.

• Set up new Trig instances with clients by defining jobs, objectives, lifecycle stages, signals, and value drivers through interactive workshops (note: this will not involve building integrations).

• Ensure the first 90 days of success for new clients, covering kickoff, configuration, initial value delivery, and establishing a regular interaction rhythm.

• Monitor the value delivered versus what was promised for each account and quantify any discrepancies.

• Identify opportunities for expansion and upselling based on signals, usage patterns, and changes in stakeholder dynamics, proactively addressing these before the customer raises them.

• Develop the case for expansion (including evidence, champion identification, ROI, and sizing) and collaborate with the sales team to secure the deal.

• Relay customer feedback and configuration challenges back to product teams and playbook development.

⛳️ Requirements

• Over 4 years of experience in B2B SaaS customer success or account management, with genuine responsibility for a portfolio including renewals, health management, and expansion efforts.

• Proficient in using a customer success or automation platform (such as Gainsight, ChurnZero, Totango, HubSpot, or similar) - you have personally configured health scores, customer journeys, and playbooks, rather than just utilizing existing ones.

• Commercially savvy: you have directly impacted revenue goals or influenced financial outcomes and can confidently discuss budget matters with clients, including positioning upsells and articulating unrealized ROI.

• A systems thinker: adept in understanding data flows, lifecycle stages, and triggers without the need for coding skills.

• Experienced enough to independently conduct workshops with a Head of Customer Success or Chief Revenue Officer and to operate with a high degree of autonomy.

• Enthusiastic about AI-driven tools—you're eager to use Trig for managing your own portfolio.

🏝️ Benefits

• Health insurance

• Professional development opportunities

• Flexible working hours