Managed Customer Success Manager

Vivup

  • Sheffield
  • Permanent
  • Full-time
  • 1 day ago
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 workforce's 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.About the roleWe’re looking for a proactive, considered, and adaptable Mid-Market Customer Success Manager (CSM) to manage a dynamic portfolio of 60+ SaaS clients. Your mission is to own client engagement, build strong relationships, and turn satisfied users into loyal advocates.As the face of our business to many of our customers, you’ll be trusted to tailor your approach based on client needs, ensuring that every interaction delivers value, drives usage, and strengthens the customer relationship.What You’ll Be Doing
  • Proactively manage engagement and usage through regular touchpoints, considered check-ins, and data-driven insights.
  • Tailor your customer engagement strategy based on account maturity, industry, goals, and behaviour.
  • Identify and nurture champions within accounts; drive participation in advocacy programs (e.g., case studies, references, testimonials).
  • Monitor account health and proactively address any risk indicators (usage drops, disengagement, etc.).
  • Collaborate with a dedicated contract manager to support renewals and expansion opportunities.
  • Serve as the voice of the customer—gather and relay insights to Product, Marketing, and Support teams.
  • Partner cross-functionally to deliver a consistent and high-quality customer experience.
What We’re Looking For
  • Larger portfolio management - Experience managing a high-volume portfolio (50–75 accounts) with a focus on engagement
  • Effective communication skills - Excellent interpersonal and communication skills with a consultative and adaptable approach
  • A deep customer focus – with a strong ability to read between the lines, anticipate client needs, and take initiative
  • Collaborative approach – the ability to work well cross-functionally, as well as entrust renewals and growth opportunities to an aligned contract manager
  • Data driven and analytical mindset – comfort in using data to drive decisions and measure client health
  • Experience with CS tools - like Sales Force, Planhat, Gong, or similar
  • A high level of comfort and adaptability to change - you embrace different ways of working and new ways of operating. You see change as an opportunity to
continually learn and improveThe Interview ProcessOur interview process involves 3 main stages:
  • Short call with a member of the Talent team
  • 60-minute video call with Hiring Manager and one other team member
  • Final Interview and task with two members of the team
Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on talent@vivup.co.ukWe’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientationsWe're happy to offer reasonable adjustments during our hiring process. Just let us know, and we'll make it work for you. Your comfort and success matter to us!and joined forces in July 2024 to form the Perkbox Vivup Group, an employee benefits, wellbeing and engagement platform, revolutionising the employee benefits landscape.Trusted by more than 7,500 organisations across the public, private, SME, and corporate sectors, the Perkbox Vivup Group is delivering an enhanced range of benefits and engagement solutions to 4 million employees across the globe.In addition to comprehensive benefits, the Perkbox Vivup Group leverages Vivup Clinical and Wellbeing services to provide specialist mental health support and wellbeing solutions. This ensures employees receive the best possible care and resources to thrive both personally and professionally.

Vivup