Client Success Manager, Mid-Market

Overview

In this role you will own a portfolio of 60+ mid-market accounts, driving engagement, retention, and long-term value. You work with a contract manager on renewals, while focusing on deep relationships and how clients use Perkbox. You act on early signals, tailor your approach to each account, and escalate when needed. You collaborate with cross-functional teams to share client insights and improve the product and service. This is a autonomous, impact‑driven opportunity at scale.

Pay / Benefits

• hybrid work arrangement
• inclusive employer
• employee experience platform focus
• wellbeing tools
• 40+ years of experience in the field? (note: no explicit years; left as general benefits)

Responsibilities

• Manage a structured, high-volume portfolio with tailored engagement for each account
• Monitor health indicators and address risk signals before they escalate
• Lead QBRs and engagement workshops aligned to client stage and context
• Develop champions across accounts and coordinate with the contract manager on renewals/expansion
• Track usage data, identify adoption gaps, and drive client action to close them
• Encourage client advocacy programs (case studies, references, testimonials)
• Capture structured client feedback for Product, Marketing, and Support
• Maintain accurate CS tooling records to ensure smooth handoffs and visibility

Key requirements

• Experience managing a high-volume portfolio (50+ accounts) with a prioritization framework
• Ability to interpret usage and health metrics and translate into practical actions
• Clear communication skills adaptable to different audiences
• Proactive mindset to anticipate client needs and act on early signals
• Experience in a split commercial model with a contract manager
• Track record of building relationships and identifying account champions
• Proficiency with CS tools (e.g., Salesforce, Planhat, Gong) or similar
• Ability to adapt when context shifts while maintaining quality

• Proactive
• Relationship-focused
• Strong communication
• Salesforce
• Planhat
• Gong

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