Customer Performance Manager

Pavlov

Customer Performance Manager overseeing B2B SaaS customer relationships and configurations. Driving customer success to ensure realization of value and identifying upsell opportunities.

Posted 7/21/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in B2B SaaS customer success, focusing on account management, customer engagement, and value realization. Proficient in configuring customer success platforms and driving revenue growth through upselling and expansion strategies.

Highest-signal resume keywords

B2B SaaS Customer SuccessAccount ManagementCustomer Success Platform ConfigurationRevenue Growth StrategiesData Flow Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementValue Realization TrackingWorkshop FacilitationHealth Score ConfigurationLifecycle Stage Understanding

Soft Skills

Commercial AcumenAutonomySystems ThinkingStakeholder EngagementCommunication

Tools & Technologies

GainsightChurnZeroTotangoHubSpotTrig

Industry Keywords

B2B SaaSCustomer EngagementUpsell OpportunitiesValue DriversCustomer Health

About the role

Key responsibilities & impact

Own the recurring cadence for a book of live customers: weekly touchpoints, QBRs, monthly value reports, training and follow-ups
Configure new Trig instances with customers: jobs, objectives, lifecycle stages, signals and value drivers - through hands-on workshops (on top of connected data; you won't build integrations)
Own first-90-day success for new customers: kickoff → configured → first value → steady cadence
Track value realised vs promised for every account, and put a number on the gap
Spot expansion and upsell opportunities from signals, usage and stakeholder change, before the customer asks
Build the expansion case (evidence, champion, ROI, sizing) and work it jointly with sales to close
Feed customer and configuration friction back into product and playbooks

Requirements

What you’ll need

4+ years in B2B SaaS customer success or account management with real ownership of a book: renewals, health, expansion
A builder on a CS or automation platform (Gainsight, ChurnZero, Totango, HubSpot or similar) - you've configured health scores, journeys and playbooks yourself, not just used them
Commercially comfortable: you've carried or directly influenced a revenue number and can talk money with a customer - position an upsell, value unrealised ROI, hold your ground
A systems thinker: fluent in data flows, lifecycle stages and triggers without needing to code
Senior enough to run a workshop with a Head of CS or CRO solo, and to work with high autonomy
Excited by AI-agent tooling - you'd genuinely use Trig on your own book.

Benefits

Comp & perks

Health insurance
Professional development opportunities
Flexible working hours