Customer Success Manager, Mid-Market

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Customer Success ManagerCustomer

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Quick Summary

Key Responsibilities

As a Mid-Market Customer Success Manager, you'll own a portfolio of 60+ mid-market accounts and be responsible for their engagement, retention and overa

Technical Tools

Customer Success ManagerCustomer

📍London (Hybrid)

Responsibilities

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Manage your portfolio with a structured approach to prioritisation, tailoring your engagement to each account's maturity, size, goals and behaviour
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Monitor account health indicators and act on risk signals before they escalate
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Run purposeful touchpoints such as QBRs and engagement workshops, relevant to each client's stage and context
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Build relationships with multiple stakeholders in each account and develop champions who will speak up for Perkbox internally
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Partner with your contract manager on renewal and expansion conversations, sharing timely context on account health and relationship dynamics
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Track usage data across your accounts, spot adoption gaps and work with clients to close them
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Encourage clients to take part in advocacy programmes, including case studies, references and testimonials
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Gather structured client feedback and share it with Product, Marketing and Support, representing the customer accurately and specifically
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Keep records in our CS tooling accurate and up to date so handoffs and visibility stay smooth

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

Nice to Have

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Experience in a B2B SaaS environment, with a good grasp of recurring revenue models and subscription-based client relationships
Experience running or contributing to customer advocacy programmes, and knowing what it takes to move a happy client towards active participation

What We Offer

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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.

Our interview process involves 4 main stages:

Application
Short call with a member of the TA team
30-minute video call with Hiring Manager and one other team member
Final Interview and task with two members of the team

Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on talent@perkbox.com

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, and we'll make it work for you. Your comfort and success matter to us!