Requirements

• Proven experience leading a Customer Success team of comparable scale in B2B SaaS, ideally including direct management of 6+ CSMs

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• (Desirable) Experience in a SaaS business selling into Sales, GTM, Revenue, Enablement or customer-facing teams

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• Experience owning commercial post-sale metrics, including renewals, GRR, NRR, churn prevention, expansion and forecasting

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• (Desirable) Experience owning or partnering closely with CS Ops, Support, onboarding or implementation functions

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• Strong experience managing customers across mid-market and increasingly complex enterprise environments

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• (Desirable) Experience with tools such as HubSpot, Sequence, Equals, Intercom, PostHog and customer-success tooling

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• Experience building or materially improving a Customer Success operating model, including segmentation, lifecycle playbooks, renewal motions and expansion processes

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• (Desirable) Experience scaling a company from mid-market into more enterprise customer segments

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• Evidence of coaching CSMs into stronger strategic, commercial and executive-facing operators

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• (Desirable) Experience building formal voice-of-customer processes and influencing product roadmaps

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• Experience joining high-stakes customer conversations and acting as an executive sponsor on key accounts

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• (Desirable) Familiarity with stakeholder mapping and multi-threaded account strategies - alongside MEDDPICC experience

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• Strong understanding of customer health, adoption, churn-risk identification and proactive account management

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• (Desirable) Experience in a high-growth startup or scale-up where processes were still being built and improved

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• Experience working closely with Sales on larger expansion opportunities, commercial negotiations and customer growth strategy

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• Experience building scalable or digital/tech-touch CS motions alongside higher-touch account management

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• Strong operational mindset, with confidence owning or improving tooling, data, dashboards, workflows and reporting

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• Comfortable working hands-on in a fast-moving environment, improving systems while staying close to customers and the team

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• Excellent communication skills, with the ability to simplify complex customer, commercial and product issues for different audiences

What the job involves

• Own Customer Success performance across GRR, NRR, gross churn, renewal rate, expansion ARR, adoption, time-to-value and forecast accuracy

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• Lead and develop a high-performing CS team across Customer Success, onboarding, digital/scaled CS and CS Ops

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• Coach CSMs to run outcome-led, commercially confident customer conversations; engage senior stakeholders; identify risk earlier; and own renewal and expansion opportunities

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• Build clear segmentation across the customer base, with dedicated high-touch, enterprise, mid-market and scaled/digital motions

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• Create repeatable lifecycle playbooks for onboarding, adoption, executive engagement, churn prevention, renewals, expansion and advocacy

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• 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

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• Improve renewal forecasting and create a proactive churn-risk process, ensuring risks are identified and managed before renewals become rescue missions

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• Build a repeatable expansion motion, helping CSMs identify customer value, commercial opportunity and the right moments to involve Sales or leadership

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• Act as executive sponsor on major accounts and join critical customer conversations, renewals and expansion opportunities

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• Own the commercial renewal process, including negotiation, offers and discounts, while partnering with Sales and leadership on strategic pricing, packaging and larger opportunities

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• Lead the continued development of our Digital Customer Success motion for sub-£10k ARR customers, creating a scalable model that can grow over time

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• Own the Customer Support function through CS Ops, including Intercom, support quality, knowledge base strategy and customer escalation processes

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• 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

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• Improve the customer reporting, health signals, operating cadences, dashboards and forecasting processes that leadership can trust

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• 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

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• Partner closely with Product, Sales, Marketing and Revenue leadership to ensure customer insight shapes go-to-market, product and growth strategy

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• Maintain the strong team culture already in place while creating clear expectations, performance standards, coaching rhythms and career development paths