Head of Customer Success, trumpet

• 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 account management
• Experience working closely with Sales on larger expansion opportunities, commercial negotiations and customer growth strategy
• Experience building scalable or digital/tech-touch CS motions alongside higher-touch account management
• Strong operational mindset, with confidence owning or improving tooling, data, dashboards, workflows and reporting
• Comfortable working hands-on in a fast-moving environment, improving systems while staying close to customers and the team
• Excellent communication skills, with the ability to simplify complex customer, commercial and product issues for different audiences

Desirable

• 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

• Initial screen (30 mins): motivation, outbound experience, compensation expectations, hybrid suitability
• Deeper dive interview: detailed walkthrough of CS and leadership experience
• Practical exercise
• Values interview + final decision meeting