Customer Success Manager Team Lead, Perkbox
2+ days a week in office
Helping businesses care for, connect with and celebrate their employees
Job no longer available
Helping businesses care for, connect with and celebrate their employees
101-200 employees
Job no longer available
2+ days a week in office
101-200 employees
Company mission
Perkbox believes employees should feel recognised and appreciated, and know that teams who feel valued accomplish great things.
Role
Who you are
- 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
- 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 the job involves
- 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
- 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
Salary benchmarks
Otta's take
Sam Franklin
CEO of Otta
There is a big movement towards expecting more from your workplace: an inspiring mission, fulfilling work and amazing employee engagement
There is a big opportunity for companies that help businesses make their workplaces attractive. However, it's very hard to get right as companies differ in their approach to culture.
Perkbox have found a hook: with hundreds of perks, discounts, and services from big-name brands. They're now in a position to build upon the platform to tackle employee engagement more widely.
Insights
Few candidates hear
back within 2 weeks
40% female employees
-14% employee growth in 12 months
Company
Employee endorsements
Team energy
"The energy at Perkbox is fantastic! You can really feel the passion and drive for success across all departments. In the sales team in particular it..."
Company benefits
- Unlimited Holiday
- All the perks on the Perkbox platform!
- Free online GP
- Drinks and snacks in the office
- £300 learning budget each year for anything work-related
- A yearly home office budget
- Enhanced pension scheme
- Flexible/hybrid working
- Enhanced sick & parental leave
- Free counselling sessions (under EAP)
- Twice yearly blow out parties
Company values
- Unity
- Curiosity
- Trust
- Spirit
Company HQ
Spitalfields, London, UK
Founders
Saurav Chopra
(CEO)Previously founded Huddlebuy to increase SME customer acquisition, engagement and retention. Head of Business Development at Yahoo Europe
Chieu Cao
(Advisor)Worked with Saurav on Huddlebuy. Previously Marketing at Microsoft
People progressing
Joined as a Senior Marketing Manager in 2017. He was promoted to Head of Demand Generation after 7 months. There was no stopping James and he was promoted once again to Marketing Director after 1 year
Diversity & Inclusion at Perkbox
- We offer our customers a Global solution and we fundamentally believe that we need a diverse and equal workforce in order to be able to serve our diverse customers. We open our doors to everyone and we see our differences as a strength; it’s this philosophy that drives us towards our mission.
- We believe in the strength of every intersection of race, religion or belief, ethnic origin, different physical ability, family structure, socio-economics, age, nationality or citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.
- We're proud that our executive leadership team come from 5 different continents and include LGBTQ+ members. Our workforce is made up of 45% women and we're proud to support the parents in our company with enhanced parental leave to support and ensure equal development opportunities.
- We also believe that remote working is one of the biggest levers for DE&I available to us and the inclusion of hybrid remote working plus flexible hours means that our hard working parents no longer need to miss things like the school run. This goes a long way to support women in the business who historically are more likely to suffer from lack of flexibility in the workplace.
- When it comes to socioeconomic diversity, we want to ensure that Perkboxers come from all walks of life, which is why we no longer require a university degree for roles where academic qualifications are not essential to the nature of the job.
- However, there is still lots more to be done and Perkbox are committed to implementing actionable, measurable programmes around DEI to improve Perkbox's representation.
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