THE ROLE
You'll own the day-to-day relationship with Trig's live customers and help new customers get their Trig instance configured and delivering value. As the product becomes simpler to onboard, your focus shifts to where the real value is: understanding what each customer is getting from Trig, finding where they could get more, and working with sales to turn that into expansion.
You are the first hire into the Customer Performance function, working directly alongside its Head. You'll run established playbooks and make them better. You’ll begin to write new and improved ways of making our customers successful as you go.
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: jobs, objectives, lifecycle stages, signals and value drivers - through hands-on workshops (on top of connected data; you won't build integrations)
- Own first-90-day success for new customers: kickoff → configured → first value → steady cadence
- Track value realised vs promised for every account, and put a number on the gap
- Spot expansion and upsell opportunities from signals, usage and stakeholder change, before the customer asks
- Build the expansion case (evidence, champion, ROI, sizing) and work it jointly with sales to close
- Feed customer and configuration friction back into product and playbooks
WHAT YOU WON'T DO
- Data ingestion, integrations, or architecture, engineering owns that
- New-logo sales, pricing or pre-signature deal work, sales owns 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, not just used them
- Commercially comfortable: you've carried or directly influenced a revenue number and can talk money with a customer - position an upsell, value unrealised ROI, hold your ground
- 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: early CS hire somewhere that scaled 1→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'd rather be hunting new logos, or 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