Position Title: Customer Success Team Leader

Company: Perkbox

Location: Sydney, New South Wales, Australia

Job Description:

As the Team Leader for Customer Success, you will be responsible for managing a team of Customer Success Managers, each of whom manage a portfolio of accounts across a range of industries and sizes to ensure that they receive the best value from our products.


  • Developing, leading and executing the strategy of the Customer Success function, through leading the team in servicing and upselling across our customer portfolio
  • Lead and coach the Customer Success team, overseeing activity and performance of individual Customer Success Managers
  • Grow the portfolio’s revenue through churn mitigation strategies to maximise Net Dollar Retention (NDR), and upsell and extend relationships with accounts
  • Increase Net Promoter Score (NPS) by understanding and resolving issues in a timely manner, establishing programmatic and product responses where appropriate
  • Grow the team, in skills and size, through coaching and hiring
  • Set and manage targets and KPIs, report on progress, and improve performance
  • Work collaboratively with peers (especially Sales) and other teams across Perkbox (including the UK) to meet customer needs and continue Perkbox’s global growth


  • Demonstrated experience in customer facing roles (ideally Relationship management/ Account Management) leading to upsells and renewals
  • Excellent interpersonal and relationship-building skills with the ability to model, coach, motivate and inspire those that you manage. Need to be comfortable in a player/coach role
  • Ability to influence key stakeholders through negotiation, collaboration and creative problem solving
  • Team oriented with a hunger to personally overachieve and overcome challenges collaboratively
  • Strength in problem solving, time management and ability to work in a deadline-driven work environment with attention to detail at high quality
  • Ability to work collaboratively and cross functionally to deliver positive results for Perkbox

About Perkbox

Perkbox is a global benefits and rewards platform that helps companies care for, connect with and celebrate their employees, no matter where they are or what they want.