Strategic Customer Success Manager Team Lead
Customer Success starts with you
Does this sound like you?
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.
To be successful, you’ll have:
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 you’ll be doing (in a nutshell):
In this role, you’ll be managing a team of 5 Customer Success Managers, 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 Vivup platform and remain with us because they love what we offer.
In line with our global ambitions and the future of Perkbox Vivup, 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.
Day to day you can expect to:
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 the organisation 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.
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.
The interview process:
A 30 minute initial call with the Talent Team
A 1 hour interview with the Chief Revenue Officer
An at-home task
A presentation of the task to a panel including Sales leadership.
Our process usually lasts 2 weeks.
Thank you for considering joining us. We can't wait to learn more about you!
- Department
- Revenue
- Locations
- London
- Remote status
- Hybrid Remote
- Employment type
- Full-time
Colleagues
London
Our People, Our Culture
Vivup truly is a great place to work - and we’ve got the stories to prove it!
Since the internal launch of Highfive, our Reward and Recognition application, we send each other an average of 342 Highfives each month, to thank our colleagues and acknowledge their achievements.
“Congrats on your first year work anniversary, feels like you've been part of the team for years 😁👍”
“Thanks for sharing your awesome knowledge today, incredible cross-team working!!
“Brilliant energy in the induction meeting for new starters this morning. Thanks for the laughs too!”
We have grown to over 90 employees and our values have grown with us. We know that the Vivup passion comes from our people, which is why we invest in training and wellbeing to ensure we remain a top employer.
Have a look at why we have become an Investors in People
We did it! Vivup has achieved Investors in People accreditation! - Vivup (vivupbenefits.co.uk)
You may also have time to listen to a webinar with Simon, our CEO on why having an engaged workforce is key
The real cost of not having an engaged workforce - Investors in People
About Perkbox Vivup
For over 15 years, Vivup have made over a million employees in the public and private sectors feel more valued, supported and rewarded at work with our world-leading health and wellbeing benefits. From helping employees save money on the things that matter to providing expert mental health support to tackle life’s ups and downs, we provide worthwhile benefits that make staff happier and healthier - both in and out of the workplace
Strategic Customer Success Manager Team Lead
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