Director of Customer Success

Communication. Collaboration. Commercial mindset. 

Does this sound like you?

You’re a senior Customer Success professional looking for a company that invests heavily in its people, through focused training and feedback to support you personally and professionally. You thrive within a change-agile, Saas based organisation and are eager to utilise your people management skills with the wider team. You’re looking for a company where you can be hyper-focused on a business area which has significant commercial impact. 

It’s important to you that the product you’re selling is impactful and solves real-world problems. You’re looking for an opportunity to be highly visible and absolutely integral to the growth and success of the business. 

Complexity doesn’t phase you and you’re comfortable moving at pace to effectively respond to the needs of senior stakeholders and decision makers. You’re very commercially minded, driven and most importantly curious about your customers and how you can creatively develop strategic solutions to retain and grow high revenue accounts. 

What you’ll be doing (in a nutshell):

As the Director of Customer Success, your role will be accountable for the overall retention and growth revenue within a portfolio of key accounts. You'll facilitate consistent engagement with key accounts at a senior level and discuss future initiatives and progress against an agreed development plan ensuring renewal of existing contracts. You’ll work with the Executive team on commercial proposals, be the lead point of contact for key stakeholders of strategic accounts and represent the company at trade exhibitions, demonstrations and networking events. You’ll take ownership of key projects in relation to education, product implementation and revenue maximisation within key accounts and deliver presentations on the business performance across all areas of responsibility. You will set the benchmark and raise the bar across the Customer Success team, sharing ideas, driving initiatives, being a Perkbox champion, demonstrating and embodying the Perkbox values. 

Day to day you can expect to:

• Be responsible for the iteration and delivery of the business development strategy for key account portfolios. 
• Act as a contributing member to the Senior Leadership Team, identifying and resolving cross-functional challenges, communicating team and company strategy and creating stronger ties to key customers. 
• Manage Customer Success teams, who will be the day-to-day points of contact for strategic accounts. Driving portfolio growth and retention and maintaining NDR.
• Ensure the Customer Success Managers maintain accurate records of all prospecting and renewal activities for strategic accounts. Subsequently, you’ll utilise that data to provide forecasting. 
• Join pitch processes as appropriate with Sales to ensure consistency from signing through to delivery and development of new strategic accounts. 
• Lead regular stakeholder meetings for key strategic accounts.
• Coordinate cross-functional teams to deliver strategic account objectives, acting as project lead, ensuring Customer Success, Product and Marketing teams are appropriately briefed and able to meet defined deliverables. 
• Contribute to the B2B marketing, brand and communications strategy, to ensure impact among existing and prospective strategic accounts.
• Act in an advisory capacity for strategic communications, both internally and externally to industry and strategic accounts, as well as providing consultative advice for the implementation of technology.
  

Some of the ways we look after our teams:

• Unlimited Holiday, with a minimum of 25 days.
• Flexible/hybrid working (2 days onsite per week)
• All the benefits on the Perkbox platform!
• Entitlement to request up to 5 weeks working from anywhere!
• Free online GP
• Gym discounts
• £300 learning budget each year for anything work-related
• A home office budget
• Enhanced pension scheme
• Enhanced sick & parental leave
• Free counselling sessions (under EAP)

You can also see the full list of benefits on our careers page!

Why Perkbox?

We are a global rewards and benefits platform whose mission is to enable organisations to align their people with their purpose.

We’re an ambitious, fast-paced scale-up where things change all the time. The success of our mission depends on your high expectations, your autonomy and your proactivity. We don’t have a rule book and that’s why we always strive to work better together. We’re up for a challenge to solve problems that are bigger than us, and we promise you one thing for sure - you will never stop growing here.

Perkbox works with companies to care for, connect with and celebrate teams by enhancing their experiences in and outside of work. We have established ourselves as a leader in the UK market by providing an intuitive platform that has a tangible impact on the culture, happiness and well-being of employees across the country!

Get a taste for life at Perkbox here: https://vimeo.com/685843049

The interview process:

A 45 minute initial call with the Talent Team

1. A 1 hour interview with our Chief Operating Officer and one of our Directors
2. A take-home task followed by a 1 hour presentation
3. A 1 hour interview with our Chief Executive Officer

Our process usually lasts 2 weeks.

Thank you for considering joining Perkbox. We can’t wait to learn more about you!