Client Success Manager, Mid-Market

📍London (Hybrid) Does this sound like you? You manage a big portfolio with a clear system. You've looked after 50+ accounts at once and you have your own framework for deciding where your time goes each week. You like digging into usage and health data, and you can turn what you find into a sensible next step for the client. You spot early signs of trouble or opportunity and act on them without waiting to be asked. You build relationships with several people in an account, adjust how you talk depending on who's in the room, and keep your standards high when priorities shift. What you’ll be doing (in a nutshell): As a Mid-Market Client Success Manager, you'll own a portfolio of 60+ mid-market accounts and be responsible for their engagement, retention and overall health. You'll work alongside a dedicated contract manager who looks after renewals and expansion commercially, so your focus is on the depth of the relationship, how clients use Perkbox and the long-term value they get from it. You'll have real autonomy in this role. Where to invest your time, how to tailor your approach and when to escalate are all your calls. Day-to-day you can expect to: Manage your portfolio with a structured approach to prioritisation, tailoring your engagement to each account's maturity, size, goals and behaviour Monitor account health indicators and act on risk signals before they escalate Run purposeful touchpoints such as QBRs and engagement workshops, relevant to each client's stage and context Build relationships with multiple stakeholders in each account and develop champions who will speak up for Perkbox internally Partner with your contract manager on renewal and expansion conversations, sharing timely context on account health and relationship dynamics Track usage data across your accounts, spot adoption gaps and work with clients to close them Encourage clients to take part in advocacy programmes, including case studies, references and testimonials Gather structured client feedback and share it with Product, Marketing and Support, representing the client accurately and specifically Keep records in our CS tooling accurate and up to date so handoffs and visibility stay smooth To be successful, you'll have: Experience managing a high-volume portfolio (50+ accounts) with a clear framework for prioritising time and coverage Confidence interpreting usage and health metrics and turning them into practical action Clear communication skills, with the ability to adapt your approach to different audiences A proactive mindset, anticipating client needs and acting on early signals in account behaviour Experience working in a split commercial model, with a clean understanding of what sits with you and what sits with the contract manager A track record of building relationships across an account and identifying potential champions Proficiency with CS tools such as Salesforce, Planhat, Gong or similar, using them to manage and…