Overview
As a Client Success Manager in Perkbox’s Public Sector team, you build and nurture relationships with government and public institutions, driving adoption and advocacy. You own end-to-end engagement, from onboarding to renewal, ensuring value and alignment with client objectives. You act as the voice of the customer, translating insights to Product, Marketing, and Support to maximise impact. This role combines relationship management with data-driven strategies to reduce risk and grow partnerships.
Responsibilities
- Develop and maintain strong client relationships as the primary contact throughout the contract term
- Ensure clients are engaged and receive high-quality service, resolving issues in line with SLA
- Identify champions within accounts and drive advocacy initiatives (case studies, references, testimonials)
- Deliver onboarding and embedding support aligned to customer objectives for long-term product adoption
- Lead business reviews and develop strategies to boost engagement, satisfaction, and loyalty
- Represent customer needs to internal teams (Product, Marketing, Support)
- Proactively analyse trends in customer data to inform engagement strategies
- Monitor account health and address risk indicators early (usage drops, disengagement)
- Utilise data storytelling to influence customers and internal stakeholders
- Partner with Contract Manager to support renewals and identify expansion opportunities
- Collaborate with support functions on order authorisation and finance queries
- Maintain accurate account records for stakeholders
- Share knowledge on industry developments and product updates to maximise value
Key requirements
- Experience in Customer Success, Account Management, or similar client-facing role in B2B/SaaS
- Ability to use data to tell stories, identify trends, and influence decision-makers
- Strong customer focus with proven improvements in engagement or satisfaction
- Proactive problem-solving with customer-centric mindset
- Effective communication with internal and external stakeholders at all levels
- Comfort handling difficult conversations around risk, churn, or pain points
- Familiarity with Public Sector frameworks, procurement processes, or regulatory environments is a plus
- Adaptable and resilient, embracing change as an opportunity to learn
- Strong communication
- Customer focus
- Problem-solving
- Data storytelling / data analysis
- SaaS environment experience
- Experience with cross-functional collaboration
Client Success Manager in Sheffield employer: Perkbox
At Perkbox, we pride ourselves on being an exceptional employer, offering a dynamic work culture that champions employee wellbeing and growth. As a Bid Manager in London, you'll enjoy the autonomy to shape bid strategies while benefiting from our comprehensive support systems, including access to mental health services and a wealth of resources designed to enhance your professional journey. Join us to be part of a forward-thinking team that values innovation and inclusivity, ensuring you thrive both personally and professionally.
