Customer Success Manager, trumpet

• Has 2+ years’ experience in Customer Success, Account Management, or a customer-facing commercial role
• Understands common B2B Sales and Customer Success processes and methodologies
• Is comfortable having value-based, commercial conversations with customers
• Comfortable presenting to different levels of seniority, in-person, online, and via webinar
• Ability to identify areas of growth within a customer account, managing renewals, and generally confident in opening, progressing and closing commercial conversations
• Can build strong relationships and quickly establish trust with stakeholders at different levels of seniority
• Is organised, able to prioritise effectively, and comfortable juggling multiple customers and projects
• Thrives in a fast-paced startup environment and enjoys getting involved beyond their core responsibilities
• Is a self-starter who can work independently, while knowing when to ask for support

Desirable

• Be the primary point of contact for a portfolio of US customers
• Own the full customer lifecycle: onboarding, adoption, ongoing success, renewal, and expansion
• Work with customers via email, chat, video calls, and in-person meetings to educate, enable, and support their use of trumpet
• Use an outcome-driven approach to help customers achieve real business value from trumpet
• Act as a trusted advisor, offering proactive and prescriptive guidance, best practices, and industry insights
• Identify, qualify, and deliver expansion opportunities within your accounts (upsell / growth)
• Support and lead renewal conversations, ensuring long-term retention
• Drive increased product adoption and advocacy, including NPS and G2 reviews
• Get customers to a point of genuine success and enthusiasm where they’re happy to provide testimonials and referrals
• Act as the voice of the customer internally, sharing insights, trends, and feedback with the product team
• Help test new product features and contribute to shaping the roadmap
• Build a deep understanding of customer behaviour to identify patterns, risks, and opportunities
• Internal contribution & US presence
• Contribute to building and improving our knowledge base through written and video content
• Field customer questions via Intercom, email, Slack, and Microsoft Teams
• Attend relevant events and customer meetings to support brand awareness and build a strong referral network
• Help establish trumpet’s culture and presence in the US as part of a growing, high-performing team

• An initial phone screen (20 minutes), a chance to get quickly introduced and get aligned around your skills/wants
• Competency Interview (45 minutes), focused primarily on your approach to work, career goals, successes to date and your questions about trumpet
• Task - 1-2 hours take home task which will focus on your interpersonal skills and confidence in presenting
• Culture Interview (15x2), Meet one of your peers, and a chance to meet one of the trumpet founders to understand our vision, and ask any questions