• Serve as the main point of contact for assigned banking clients, building and maintaining trusted relationships with key stakeholders, including senior executives. • Understand clients’ business objectives, challenges, and strategic goals to align our software solutions with their needs. • Proactively address client concerns, provide timely solutions, and ensure a high level of client satisfaction and trust. • Act as a client advocate within the company, ensuring client feedback is communicated and considered in product development and service improvements. • Own program-level delivery oversight, including defining scopes, managing implementation plans, setting timelines, and coordinating internal and client-side resources. • Monitor and manage project timelines, budgets, and deliverables to meet or exceed client expectations.

• Meet and exceed revenue targets by working closely with our enterprise customers’ Security teams. • Manage existing customer relationships to drive renewal and upsell opportunities. • Create an unparalleled customer experience throughout the customer life cycle. • Collaborate with our Go-to-market, Engineering, and Professional Services teams to increase customer adoption. • Be responsible for running Quarterly Health Checks, renewals, and overall health of existing customers.

• Serve as the primary point of contact for an assigned portfolio of clients, building strong, trusted relationships at multiple levels. • Lead onboarding efforts to ensure smooth implementation, clear expectations, and early customer success. • Drive product adoption through proactive engagement tailored to customer goals. • Monitor account health, identify risks or opportunities, and implement action plans to improve outcomes and retention. • Partner closely with Product, Implementation, Support, and Leadership teams to advocate for customer needs and influence product enhancements. • Review performance metrics with customers, providing insights, recommendations, and roadmaps that align with business objectives. • Facilitate quarterly business reviews (QBRs) and other strategic checkpoints to reinforce value and deepen engagement. • Act as escalation point for customer issues and coordinate internal resources to ensure timely resolution. • Manage the renewals process for assigned accounts, including forecasting, preparing renewal materials, identifying risks early, and collaborating with cross functional‑ partners to secure on time‑, successful renewals. • Maintain accurate documentation, account plans, and activity tracking within Planhat, Salesforce and other internal systems.

About the role We’re looking for someone with a strong track record in client-facing roles and the ability to operate both strategically and operationally. The primary focus of this role is onboarding new clients end-to-end, driving adoption across global accounts, and continuously improving scalable implementation processes. The Client Success Manager will also act as a strategic partner across PerchPeek teams, leading cross-functional projects and client success initiatives. Role Responsibilities Whilst every role in a startup has a degree of flexibility over time, here is what we see as the role’s main responsibilities: - Account Implementation - - Own the end-to-end implementation process for new accounts (2–10 per month across varying sizes) - Act as the primary point of contact for onboarding clients - Guide clients through setup, configuration, integrations, and stakeholder training to drive thorough adoption - Assess and refine the current implementation process, documenting and iterating on enhancements - Client Success & Project Leadership - - Provide policy consultation for new and existing clients - Define clear implementation milestones and success criteria - Evaluate and tailor implementation support across different account tiers - Manage cross-functional projects to ensure timely and successful delivery - Balance implementation workload with ongoing strategic projects to maintain momentum - Process Improvement & Strategy - - Lead initiatives to improve ways of working across individual accounts and the broader Account Management team - Collaborate with internal stakeholders to ensure improvements are adopted across teams - Contribute product ideas and tool recommendations to support a scalable implementation function - Being a PerchPeek Ambassador - - Represent PerchPeek at internal and external events - Support RFP processes and participate in client presentations as needed About You The type of person we think will be awesome in this role will likely have a track record of the below skills and experience: - 4+ years of experience in client-facing roles (e.g. Customer Success, Implementation) - Proven project management skills with the ability to drive outcomes - Experience working with enterprise clients, with strong commercial awareness and the ability to identify expansion opportunities - Familiarity with GTM teams, either through direct experience or close collaboration While not necessary, we’re especially interested in candidates with the below: - International experience - Experience working in ambiguous, high-growth environments - Process design experience (e.g. implementation or operational workflows) - Background in consulting - Excellent communication skills - Strong commercial acumen Pay & Benefits Salary PerchPeek values transparency in our approach to global compensation. We aim to be holistic, fair, and always improving. We are data-led and regularly evaluate our salary ranges against other companies of a similar size and stage. Total compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and location. In your first interview, we’ll have an open conversation about compensation. The PerchPerks - Company share options - be a business owner and have your very own little piece of PerchPeek. - Flexible Holiday and Leave - you’ll receive all statutory holiday plus wellbeing leave and flexible annual leave for you to rest, relax, or recharge as you see fit. - Work from Anywhere - PerchPeek is a fully distributed company that supports employees in working wherever they’d like to be within the parameters of your role’s requirements. We offer an allowance to ensure your working environment suits you. - Learning & Development Budget - so you can be proactive about learning something fun outside of your core role - Regular socials, an annual offsite, and a meetups budget - or time spent turning colleagues into friends (corny but we don’t care). Our commitment to inclusive hiring Studies show that women and people of colour are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are an Equal Opportunity employer committed to a diverse and representative team. Whatever your gender, race, religion, age, sexual orientation, marital status or disability, we want to hear from you! We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described.