Requirements

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

What the job involves

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