Job Description

📍Hybrid in London or Sheffield

At Perkbox, we’re on a mission to help every employee feel valued, and through our all‑in‑one platform, we deliver meaningful benefits, recognition, and wellbeing solutions that make a real difference to employees every day. But it starts with our own people.

We’re building a culture that reflects what we offer: prioritising wellbeing, celebrating impact, and empowering growth. If you’re excited by purpose‑driven work, fast‑paced growth, and creating better employee experiences at scale, you’ll fit right in.

An opportunity has become available for a Customer Success Manager to join our Mid-Market team on a 12-month fixed-term basis. Managing a portfolio of accounts, you will drive customer health, engagement, adoption, and retention, working closely with a dedicated Contract Manager to support long-term customer success.

As part of an evolving Customer Success function, you will use customer insights, automation, and data-driven workflows to prioritise engagement, identify risk, and help customers realise value from our platform.

What you'll be doing:

Portfolio Management & Customer Health

• Manage a portfolio of mid-market customers, monitoring health, engagement, and risk.
• Use customer data and platform insights to prioritise activity and identify opportunities.
• Maintain accurate account records and health updates within the CRM.

Value-Led Engagement

• Deliver proactive engagement that helps customers achieve value from the platform.
• Lead business reviews and success planning discussions.
• Build strong relationships with key customer stakeholders.

Risk Management & Escalation

• Identify and manage customer risks, and act before issues escalate.
• Develop recovery plans for at-risk accounts and provide clear risk updates internally.
• Surface customer trends and insights to support wider team improvements.

Contract Manager Collaboration

• Partner with Contract Managers to support renewals and customer retention.
• Share account health, risk, and engagement insights.
• Identify expansion opportunities and commercial risks.

Automation & Continuous Improvement

• Use automation, AI-assisted tools, and customer insights to drive engagement.
• Contribute to process improvements and scalable ways of working.
• Help optimise customer journeys and operational efficiency.

Skills & Experience Required:

• Customer Success experience within a B2B SaaS environment.
• Experience managing a large customer portfolio in a fast-paced environment.
• Strong CRM and customer success platform experience.
• Commercial awareness with a focus on retention and customer value.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent organisation, prioritisation, and time management.
• Adaptable, resilient, and comfortable managing competing priorities.
• Strong written and verbal communication skills.

Work mode

• Hybrid work mode to be in our London or Sheffield office at least twice per week.

Interview process

• Interview with the Senior Talent Advisor
• Introduction with the Head of Mid-Market Client Success and a Business Team Manager
• Assessment task to be shared for final stage interview
• Final interview with the Head of Mid-Market Client Success and a Business Team Manager

Diversity & Inclusion

At Perkbox, we are 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 are happy to offer reasonable adjustments during our hiring process - just let us know, and we’ll make it work for you.