Client Success Manager

📍Hybrid - 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.

What you'll be doing:

Relationship Management & Client Engagement

• Develop and maintain strong client relationships, acting as the primary point of contact throughout the contract term.

• Ensure clients are engaged, satisfied, and receiving the best possible service - resolving issues promptly and in line with SLA.

• Identify and nurture champions within accounts, driving participation in advocacy programmes such as case studies, references, and testimonials.

Value-Led Success

• Deliver onboarding and embedding support that aligns to each customer's objectives, ensuring long-term product adoption.

• Lead business reviews and develop strategies to drive engagement, satisfaction, and loyalty.

• Serve as the voice of the customer - gathering and relaying insights to Product, Marketing, and Support teams.

Data & Insights

• Proactively analyse trends across customer data to inform engagement and communication strategies.

• Monitor account health and act early on risk indicators such as usage drops or disengagement.

• Use data storytelling to influence customers and internal stakeholders alike.

Cross-Functional Collaboration

• Partner with a dedicated Contract Manager to support renewals and identify expansion opportunities.

• Work alongside relevant support functions to facilitate timely order authorisation and finance queries.

• Maintain accurate account records so internal stakeholders always have clean, reliable information.

• Contribute team knowledge-sharing on industry developments and product updates to maximise value across the customer base.

Skills & Experience Required:

• Experience in a Customer Success, Account Management, or similar client-facing role, ideally within a B2B or SaaS environment.

• Confidence using data to tell stories, spot trends, and influence decision‑makers.

• A deep customer focus, with demonstrable examples of improving engagement or satisfaction.

• Strong problem-solving skills - you find solutions proactively and always keep customer needs front of mind.

• Effective, confident communication with internal and external stakeholders at all levels.

• Comfortable having difficult conversations around risk, cancellation, or customer pain points.

• Familiarity with Public Sector frameworks, procurement processes, or regulatory environments is a plus.

• Adaptable and resilient - you embrace change as an opportunity to learn and improve.

Work mode

Hybrid work mode - based in our London or Sheffield office at least twice per week.

Interview process

• Interview with the Talent team

• Introduction with the Head of Public Sector Client Success and a member of the team

• Assessment task shared ahead of the final stage interview

• Final interview with the Head of Public Sector Client Success and Client Success Director.

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.