Customer Success Manager - Managed Team

Customer Success starts with you.

Does this sound like you?

You’re eager to progress your 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 for revenue ownership within your portfolio.

It’s important to you that the product you’re working with is impactful and solves real-world problems. You’re hungry to have commercial conversations whilst also strengthening customer engagement and adding real value. 

Complexity doesn’t phase you and you’re very comfortable communicating effectively with senior stakeholders and decision-makers. You’re commercially minded, driven and most importantly curious about our customers and how you can identify growth potential both immediately and in the future. 

To be successful, you’ll have:

• An ability to tell stories with data - a comfort in speaking about numbers and the skill to use them to influence customers.
• A deep customer focus - with examples of improving customer engagement with a software product.
• Problem solving skills - you actively find solutions to challenges like getting customer buy-in or increasing engagement, always with customer needs in mind.
• Effective communication skills - you provide confident and timely communication to internal and external stakeholders.
• The ability to negotiate - you’re confident having difficult conversations relating to cancellation risk or issues and you’ll be able to articulate customer pain points to relevant internal teams.
• A data-driven & analytical mindset - spotting trends and using key data points to inform decision makers or stakeholders.
• A high level of comfort in being adaptable to change - you embrace different ways of working and new ways of operating. You see change as an opportunity to continually learn and improve.

What you’ll be doing (in a nutshell):

You’ll be responsible for delivering product engagement in a segment of customer accounts, across a range of industries, and ensuring that they continue to receive the best value from our products.

Using your ability to influence key stakeholders you’ll ensure that our customers’ business goals continue to align, and their overall usage of the platform remains high. As well as proactively educating admins on a 1:1 basis, you’ll also be driving commercial conversations for growth opportunities and renewals.

Day to day you can expect to:

• Maintain your portfolio’s revenue through churn mitigation strategies and customer lifecycle management.
• Increase NPS by building bespoke customer relationships, adding value, and resolving issues in a timely manner adhering to SLA.
• Protect, nurture, and deliver exceptional service to all accounts - use our new product and value proposition to ensure we are seen as a “must have” in this key segment.
• Drive revenue growth by leveraging add ons and promote multi-year deals at point of renewal to increase the lifetime value.
• Influence customers by providing guidance, support and reporting to ensure the successful onboarding (alongside an Onboarding Manager) and embedding of the product long term according to customer objectives.
• Establish regular communication with key stakeholders in order to educate and share industry knowledge and product updates, ensuring maximum value is delivered to the customer.
• Proactively identify and analyse trends across customer data and provide relevant reporting to influence communication and engagement strategies.
• Be a reliable point of contact and brand ambassador for Perkbox and its products in order to provide user and administrative support.
• Maintain account information accuracy to ensure that internal stakeholders have clean data and customer information at all times.

Why Perkbox Vivup?

In an exciting stride forward for both organisations, employee benefits experts Perkbox and Vivup have joined forces to create a world-class benefits, wellbeing, and engagement platform.

With over two decades of combined experience, our goal is to enable more organisations to better support and engage their employees — something which has become essential in the wake of a global pandemic and a hard-hitting cost-of-living crisis.  
From enhancing access to specialist mental health services to helping staff manage the cost of everyday essentials, our combined strengths and best-in-class solutions will create a super partnership that supports employees in all areas of life, at every stage of their career, both in and out of the workplace.

As a combined entity, we can assist more employees than ever before to live and work better through our combined expertise in the public, private, SME, and corporate sectors. Today, we collectively support more than 4 million employees across 7,500 organisations through an enhanced range of benefits and engagement solutions.  Our vision is to create healthy, happy and engaged workforces by reinventing employee benefits. Together, we’re positioned to revolutionise the employee benefits landscape, driving innovation, setting new standards, and shaping the future with transformative solutions that redefine wellbeing.