Customer Success Manager - Mid-Market to Enterprise

About the role

Perceptyx is an AI-enabled employee experience platform that helps organisations turn employee insights into measurable impact. As a Customer Success Manager you will manage a portfolio of mid-market to enterprise customers, owning retention, adoption, expansion and overall value delivery. You will partner with Sales, Product, Consulting and Services to make sure clients see results from their investment.

Key responsibilities

• Own the full customer success journey: onboarding, adoption, value realization, renewals and expansions.
• Drive gross retention and net revenue retention (NRR) by owning renewals and spotting expansion opportunities.
• Lead Quarterly Business Reviews (QBRs) with C-suite and senior stakeholders, linking outcomes to business ROI.
• Build and run account plans covering adoption journeys, risk mitigation, health scoring and growth paths.
• Monitor customer health through usage data and engagement metrics, and intervene or upsell proactively.
• Identify at-risk accounts early and escalate them with clear context and recommended next steps.
• Work with Sales, Product, Professional Services and Marketing, and act as the voice of the customer internally.

Required profile

• 3-5+ years in Customer Success, Account Management or post-sales consulting in a B2B SaaS environment.
• Proven track record managing mid-market or enterprise accounts with day-to-day stakeholders and senior sponsors.
• Familiarity with renewal and expansion motions (upsell and cross-sell).
• Data-driven approach, able to turn usage data into a strategic narrative for clients.
• Excellent communication and presentation skills, high autonomy, and comfort in a fast-moving environment.
• Bonus points: HR Tech, Employee Experience or People Analytics background; AI-driven platforms or analytics-led solutions.

Required skills

• Tools such as Salesforce, Gainsight or other CSM platforms, and dashboard reporting.
• Ability to quickly learn new tools.