Teams at Perkbox

Manage a portfolio of mid-market B2B SaaS customers, monitoring account health, engagement, adoption, risk, and retention. Lead value-focused customer engagements, business reviews, and success planning while building stakeholder relationships. Collaborate with Contract Managers on renewals and expansion opportunities, develop recovery plans for at-risk accounts, maintain CRM records, and use customer insights, automation, and AI-assisted tools to improve engagement and scalable customer success processes.

Supports client onboarding and implementation projects by managing enquiries, processing programme updates, coordinating tasks, tracking progress, maintaining documentation, troubleshooting issues, escalating risks, and collaborating with cross-functional teams. The role requires strong organisation, communication, attention to detail, and the ability to manage multiple priorities while delivering a high-quality client experience.

First-line support role handling customer inquiries via phone, live chat, and email. Troubleshoot common issues (logins, passwords, navigation), escalate complex cases to 2nd line, guide customers on product features, meet KPIs, contribute feedback for product and AI optimisation, and work rotating shifts with hybrid on-site requirements.