Associate Director, Client Success
Work directly with America's best employers to bring joy to millions of employees!
Chicago + Remote: We have a solid footprint in Chicago, but we also hire exceptionally talented people who reside elsewhere.
We love the friendships we've forged in our Chicago office. But let's be real; things have changed. We don't plan to all return 100% in-office, but our office and gym are open on an optional basis for all employees who feel comfortable, including happy hours and team events. However, because culture and relationships are important to us, all candidates should be open to being in-office with their teams at pre-arranged times throughout the year. The specifics vary by role, so please discuss your plans with the hiring team.
Hi, welcome to PerkSpot. We’re looking for an empathetic and experienced leader to join and help run our Client Success team. This role will see you assisting the Director in various projects and responsibilities, while managing the day-to-day activities of a core team of experienced and highly capable Client Success Managers.
The Client Success team does some of the most important work here at PerkSpot. This includes supporting account retention efforts, evaluating client satisfaction, and brainstorming ways to make partnerships work for all parties involved. As the Associate Director, you will assist the Client Success Managers with strategy for their clients, enabling them to better serve them and ensure our team of employer partners is happy throughout their PerkSpot partnership.
About PerkSpot
PerkSpot is an employee benefits company that works with America’s top employers to offer exclusive discounts, rewards, and recognition to millions of employees. These exclusive perks and savings are a great recruitment and retention tool that allows employees to take advantage of unique opportunities and feel great about the company they work for. We help employees from over 1,000 companies like Spotify, Walgreens, McDonald's, and Lyft save on everything from gym memberships and movie tickets to electronics, new cars, and travel.
Profitable and growing, our company was founded in 2006 by good people with a great vision, and we’re carrying on the work they started. In 2018, our company was proud to announce an additional investment of $50 million dollars from Susquehanna Growth Equity. As we continue to grow, we’re excited about our leadership position in the industry, but we’re also committed to doing more - developing better products, reaching more employers, and getting more employees engaged with our platform. Our passion is to make every place a great place to work, starting with our own. We’re a big platform, but a small team. That means we’re going to trust you with more responsibility than you’d have anywhere else and invest in your success and growth more than any other employer.
Meet the Client Success Team
The Client Success team is in charge of managing the day-to-day and long-term strategy of client relationships here at PerkSpot. They are known as “client whispers,” and strive to keep PerkSpot’s active and prospective partnerships positive and mutually beneficial. As the Associate Director of this team, you’ll support the Director with execution of key responsibilities needed to ensure smooth departmental operations, as well as provide day to day supervision of an existing team of high performing CSMs. This will include, but is not limited to, managing projects, mentoring CSMs, conducting trainings and open office hours, and other duties as assigned. Your work will serve to help our team of CSMs succeed, ultimately setting the tone for client relationships here at PerkSpot; while also providing you with excellent visibility into the senior management team.
Life as the Associate Director of Client Success:
- Assisting Director in project management and moving strategic initiatives forward
- Leading strategy and execution of client success tactics
- Mentoring a robust team of CSMs to success
- Acting as a mentor, leader, and teacher to CSMs
- Overseeing KPIs included but not limited to client retention, new business referrals, client NPS, etc.
- Conducting trainings and open office hours focused on client management strategies, upselling and cross-selling tactics, etc.
- Converting the CS team to a pod support model; effectively taking overflow managerial responsibilities from the Director
- Keeping tabs on new developments within the Client Success landscape and bringing new opportunities to the team as needed
What we’re looking for:
- 3-5+ years of experience in client success, with experience managing a team within the HR vendor and enterprise client space
- Experience in negotiation, cross-selling, and upselling
- Experience in coaching, relationship-building, and mentorship
- Strong background in successful client communication and performance management
- Highly professional style of communication
- Developed organization and project management skills
- Excellent critical thinking and problem-solving skills
- Ability to empathize with a client and see what they truly want and need
- Collaborative, intuitive, and committed work ethic
- Visible leadership skills
- Desire to thrive within a fast-paced, ever-changing work environment
- Proven understanding of PerkSpot’s values as a whole and a willingness to work hard to achieve overall company goals
Your First Few Months
You’ll begin with learning the PerkSpot product, inside and out - after all, you can’t sell what you don’t know! Then, we’ll teach you all about the Client Success team, and what KPIs you’re going to have to keep an eye on to ensure its success. From there, you will start work with our brilliant (and growing!) team of CSMs, and work to establish a teaching, managerial, and learning cadence with them. Throughout this process you’ll be working hand in hand with our Director of Client Success, and learning the overflow projects you’ll be helping with. Pretty soon you’ll be a well-versed advocate for the PerkSpot brand, and our team will have someone great overseeing them and their growth.
The Perks of Working at PerkSpot
We’re a big platform, but still a small team. That means we’re going to trust you with more responsibility than elsewhere, and invest in you more. You’re going to grow – a lot.
We work out of our office in Chicago’s River North neighborhood. When we are in the office, we dress how we like, encourage flexible hours and an open time-off policy, stock a good beer selection, and we’re pretty obsessive about our coffee. Most of all, we welcome good people with lots of energy and enthusiasm.
PerkSpot offers the full suite of benefits you’d expect from a profitable, established company, including health and dental insurance, a generous parental leave policy, 401(k), pre-tax transit benefits, and fully-funded disability coverage. We have in-office bike storage, a private gym, and a shower on-site.
We hold weekly company get-togethers where we learn from what went wrong and celebrate what went right. Every week at PerkSpot, we aim a little higher and get a little bit better than the previous week.
Because we consider every member of our team to be a fundamental part of our success, we encourage everyone to be invested in our success, regardless of their position. We want every one of our employees to think like an owner: put in the effort to exceed expectations, solve problems before they come up, and always go the extra mile. It’s this drive to succeed that makes PerkSpot such an interactive and fulfilling place to work.
How to Apply
All applications will be kept strictly confidential. Please submit a resume AND cover letter (we know it is old school, but a cover letter is very important to us) telling us how you stack up to the qualifications, plus any other information you feel would be relevant to PerkSpot. Don’t be afraid to show your spark and personality!
All positions require a full background screening.
Offering a diverse, equitable, and inclusive culture is a priority at PerkSpot. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.