Client Success Manager, Mid-Market

Job description

📍London (Hybrid) Does this sound like you? You manage a big portfolio with a clear system. You've looked after 50+ accounts at once and you have your own framework for deciding where your time goes each week. You like digging into usage and health data, and you can turn what you find into a sensible next step for the client. You spot early signs of trouble or opportunity and act on them without waiting to be asked. You build relationships with several people in an account, adjust how you talk depending on who's in the room, and keep your standards high when priorities shift. What you’ll be doing (in a nutshell): As a Mid-Market Client Success Manager, you'll own a portfolio of 60+ mid-market accounts and be responsible for their engagement, retention and overall health. You'll work alongside a dedicated contract manager who looks after renewals and expansion commercially, so your focus is on the depth of the relationship, how clients use Perkbox and the long-term value they get from it. You'll have real autonomy in this role. Where to invest your time, how to tailor your approach and when to escalate are all your calls. Day-to-day you can expect to: Manage your portfolio with a structured approach to prioritisation, tailoring your engagement to each account's maturity, size, goals and behaviour Monitor account health indicators and act on risk signals before they escalate Run purposeful touchpoints such as QBRs and engagement workshops, relevant to each client's stage and context Build relationships with multiple stakeholders in each account and develop champions who will speak up for Perkbox internally Partner with your contract manager on renewal and expansion conversations, sharing timely context on account health and relationship dynamics Track usage data across your accounts, spot adoption gaps and work with clients to close them Encourage clients to take part in advocacy programmes, including case studies, references and testimonials Gather structured client feedback and share it with Product, Marketing and Support, representing the client accurately and specifically Keep records in our CS tooling accurate and up to date so handoffs and visibility stay smooth To be successful, you'll have: Experience managing a high-volume portfolio (50+ accounts) with a clear framework for prioritising time and coverage Confidence interpreting usage and health metrics and turning them into practical action Clear communication skills, with the ability to adapt your approach to different audiences A proactive mindset, anticipating client needs and acting on early signals in account behaviour Experience working in a split commercial model, with a clean understanding of what sits with you and what sits with the contract manager A track record of building relationships across an account and identifying potential champions Proficiency with CS tools such as Salesforce, Planhat, Gong or similar, using them to manage and document account activity The ability to adapt when the context shifts while keeping quality high Bonus points if you bring: Experience in a B2B SaaS environment, with a good grasp of recurring revenue models and subscription-based client relationships Experience running or contributing to client advocacy programmes, and knowing what it takes to move a happy client towards active participation Why Perkbox? Perkbox is the employee experience platform built to care for, connect with, and celebrate employees in all areas of life. With more than 20 years of experience across public, private, SME and corporate sectors, we support nearly 4 million employees across 7,500 organisations in the UK and Australia. From the NHS to leading private sector businesses, our platform brings together benefits, wellbeing, and recognition in one place people actually use. From access to expert mental health services to help with the cost of everyday essentials, our range of benefits and wellbeing tools meets people where they are, at work and beyond. We're redefining what employee benefits can be. And we're just getting started. The Interview Process Our interview process involves 4 main stages: Application Short call with a member of the TA team 30-minute video call with the Hiring Manager and one other team member Final interview and task with two members of the team Our average process takes around 2 to 3 weeks, but we will always work around your availability. We'll keep you updated throughout the process. We're committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations. We're happy to offer reasonable adjustments during our hiring process. Just let us know what's needed.