Customer Success Manager Team Lead

Customer Success starts with you

Does this sound like you?

You’re eager to progress your leadership career in Customer Success and your next step is towards an environment where you can impact change. You’re looking for a company that invests in its people, through focused training and enablement to support you personally and professionally. You thrive within a collaborative and supportive team and are eager to work with a product which is impactful and solves real-world problems.

You’re someone who truly understands and champions the value of close customer relationships. Being customer obsessed is your priority, and you’re someone who can influence others to feel the same, knowing that a highly empathetic team will drive incredible results. You’re someone who thrives in helping a team to reach their full potential, and you’re confident using data to lead initiatives and make operational changes to improve efficiency.

To be successful, you’ll have:

• 4+ years experience in customer facing roles (ideally Relationship management/ Account Management).
• An adaptive and empathetic nature with 2+ years experience in managing a team and inspiring others.
• The ability to influence key stakeholders through negotiation, collaboration and creative problem solving.
• Excellent organisational, communication and interpersonal skills.
• Evidence of a strong analytical and process oriented mindset.
• A target oriented mindset with a hunger to overachieve and overcome challenges.
• The ability to understand the ‘bigger picture’ and provide industry knowledge and data to develop strategy and drive revenue.

What you’ll be doing (in a nutshell):

In this role, you’ll be managing a team of 3 Customer Success Managers and supporting them on our mission to create the best possible relationships with our customers. We make sure that our customers make the most of the Perkbox platform and remain with us because they love what we offer.

In line with our global ambitions and the future of Perkbox, our goal is to nurture close customer relationships, drive positive NDR, increase product engagement and secure long term strategic wins based on our customers’ voices.  You will be accountable for the overall retention and growth revenue with a portfolio of key clients. You’ll also be looking for ways that we can raise the company’s profile and build customer advocacy through opportunities such as case studies and testimonials. 

To guarantee the success of this mission, you’ll be developing the team's relationship building skills, improving efficiency, joining them in meetings and championing a customer-obsessed culture. 

Day to day you can expect to:

• Build a robust approach to account planning to create a deep understanding of our customers and surface this to the wider business via feedback loops.
• Foster a high performance team through coaching, call listening and feedback sessions, working in collaboration with the enablement team.
• Develop a consultative approach with customers through building proactive relationships and acting as a point of escalation when needed. 
• Manage the team’s daily activities including employee onboarding, training, personal development and championing a customer obsessed culture.
• Be accountable for the input and output of the team.
• Work towards high rates of product adoption, customer satisfaction and health scores throughout the customer lifecycle. 
• Support a renewals mindset culture and develop the supporting tools, reporting and enablement.
• Use software to measure and track key metrics, and report those to the business.
• Look for ways that we can improve operational efficiency, both internally and for our customers.
• Act as the voice of the customer, working with people across Perkbox to align with company strategies such as the product roadmap, upsell/cross-sell opportunities and marketing campaigns.
• Use reports and data to understand and improve key performance measures.
• Make sure our CRM (Salesforce) and all customer data is consistently updated.
• Regularly update direct managers on reasons for churn, client feedback and issues or concerns to relevant teams/departments.

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 perks on the Perkbox platform!
• 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?

Our 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 Perkbox here: https://vimeo.com/500795000/0461976388 and check out our Instagram page @Perkbox.

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