Customer Success Manager

Customer Success Manager (East Coast - US) @ trumpet 🎺

The company

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 HubSpot, 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, 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.

About the role

We’re looking for our newest band member

• a Customer Success Manager who will play a critical role in building and scaling Customer Success at trumpet in the US.

This is a foundational role . You’ll own your own book of US customers end-to-end, helping them get real, measurable value from trumpet while contributing directly to retention, renewal, and expansion.

You’ll also work closely with the Head of Customer Success to help shape our CS processes, playbooks, and standards as we scale.

This role is ideal for someone early in their CS career but ready for full ownership

• ambitious, commercial, coachable, and excited by the opportunity to help establish trumpet’s presence in the US market.

You won’t be expected to have all the answers on day one. You will be expected to learn quickly, take ownership, and grow into a trusted advisor for your customers.

If you’re the type of person who thrives when working towards a collective goal, is driven, good under pressure, ambitious, commercial and has excellent interpersonal skills, we would love you to audition to be a band member at trumpet.

What you’ll do:

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

Skills and knowledge you should possess:

• 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

Bonus points for:

• Previous quota-carrying or renewal / expansion experience
• MEDDPICC or similar sales methodology exposure
• Experience with CRMs, Intercom, or customer engagement tools
• Data analysis or automation experience
• Experience with trumpet or similar solutions
• Evidence of building a professional network or community
• Skills outside the job description that show curiosity, creativity, and a drive to continuously improve.

Company values

• We are restless and ambitious in the pursuit of growth
• We obsess over our users
• We always trust, respect and care for another
• We are brilliantly bold
• We are feedback focussed
• We inspire and take action using data

What success looks like

• First 90 days: Confident running onboarding and day-to-day customer interactions with support from the CS team
• 6 months: Owning renewals, driving adoption, and contributing to expansion opportunities
• 12 months: Managing a healthy, retained book of business with predictable renewals, expansion impact, and strong customer advocacy

Interview Process

Our hiring process follows this process:

• Submit a Video CV - talking through your CV and why you’d be a great fit for trumpet.
• 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.
• Culture Interview (15x2), Meet one of your peers, and a chance to meet one of the trumpet founders to understand our vision, and ask any questions.

Location information

New York

Benefits

• The opportunity to join a disruptive startup at its earliest stages
• 25 days annual leave plus local bank holidays plus your Birthday off
• Shared ownership - Being a part of our journey means you will own a piece of trumpet via our employee share options scheme
• Flexible working and the opportunity to travel to the London office for social gatherings and meetings
• 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).
• Regular remote company socials
• Windows or Macbook laptop
• $600 Professional development budget
• $600 Wellbeing budget

Task

Run your own customer kick off call (No more than 15 minutes in length)

Pretend you are a CSM at trumpet and choose your own customer you’d like to onboard - explaining what trumpet is, your role, what you’d envision their next 12 months would look like, and next steps.

Present to us as though we are that customer and walk us through a standard customer onboarding, and next steps (present via any tool you are comfortable - note, we run KOs via trumpet)

We don’t expect you to be psychic about what is in our trumpet kick off calls - what we are looking for is:

• Ability to present, and produce materials to support your presentation
• Understanding of what the key parts of a kick off and foundation to customer relationship building should be.
• Clear structure and next steps.
• Ability to respond and think on your feet to customer queries.