Head of Customer Success

Location: London, hybrid - 2-3 days/week in office

Reporting line: Reports to CEO and CRO

We are trumpet, a diverse group of ambitious people who’ve come together to transform the world of sales and GTM. We’re building a generational company and we’d love you to join us on this journey.

Despite the availability of newer tools, the way teams sell hasn’t changed much in 30 years. Sales cycles are longer, buyer journeys are more complex, and buying behaviours are evolving rapidly. trumpet is helping 7,500+ companies including Hub Spot, Gong, and Personio centralise their buyer journeys and close deals faster with digital sales rooms - interactive and collaborative spaces powered by actionable AI insights.

When Gong launched, people questioned call recording. Now it’s essential. trumpet is transforming the asynchronous side of the buyer journey - the 95% that happens without a salesperson in the room.

We’re backed by leading investors including AlbionVC, Octopus Ventures, Lightbird, Triple Point, and Anamcara, and have raised $9m to date. You’ll be joining at a pivotal moment of growth, helping shape the future of our product and category.

At trumpet, we fundamentally believe that the best products are built when small, cross-functional, autonomous teams are empowered to solve business problems as they see fit.

We never assume what our customers want or need but instead, collaborate with them, to steer the ship, and together achieve greater value from our product. We’re obsessed with delivering continuous and progressive value for them to accomplish their goals and tackle their challenges, head-on.

You will be one of the first 50 hires on our fast-growing team and you’ll inherit a high-performing, award-winning Customer Success team and a strong customer foundation. Your role is to build on that success:
Developing the people, systems and commercial motions needed to turn Customer Success into a repeatable growth engine as trumpet scales globally.

You’ll own the full post-sale customer journey, from implementation and onboarding through adoption, support, renewal, expansion, advocacy and churn prevention. You’ll lead a team of five CSMs, an Onboarding Manager, a Digital Customer Success Lead and a CS Ops Lead, with responsibility for a managed book of customers.

This is a hands-on leadership role. You’ll coach and develop the team into more strategic, commercially confident customer advisors, while also getting close to the work yourself: joining critical customer conversations, acting as executive sponsor on key accounts, improving our operating model and fighting for every renewal and expansion opportunity.

You’ll report to the CRO, with regular strategic partnership and support from the CEO.

• 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…