Who you are
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
What the job involves
Customer ownership & success
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
Growth & commercial impact
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
Product & feedback loop
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
The application process
Online assessment via TestGorrilla
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, where you will run through your own account planning and adoption process (no more than 15 minutes)
Culture Interview - Meet one of your peers, and a chance to meet one of the trumpet founders to understand our vision, and ask any questions
Benefits
The opportunity to join a disruptive startup at its earliest stages
25 days annual leave plus local bank holidays plus half day on your birthday
Shared ownership - Being a part of our journey means you will own a piece of trumpet
Remote working and London office for social gatherings and meetings
Dog-friendly office in Southwark
Regular company socials
Windows or Macbook laptop
£500 Professional development budget
£500 Wellbeing budget
Pension with Penfold
$600 Professional development budget
$600 Wellbeing budget
401k pension fund managed by Slavic, with a 3% company contribution.
Trumpet pays 100% of the team member's health insurance premium. For the other insurances, trumpet will pay 100% of the team member's premium and 50% for their family (considering the dental standard plan value).