Client Success Manager

Job Description

Location: Hybrid, we are open to the location of this role, you can be based in the West, Mid-West or East. You will need to visit the NY HQ once a quarter.

Unmind is the leading workplace wellbeing platform, on a mission to create mentally healthy workplaces where employees can flourish.

Grounded in science and built for enterprise, we drive people-first performance at some of the world’s biggest brands, including Uber, Major League Baseball, NHS, Disney, Standard Chartered, Mediacom and British Airways.

Our services support the whole organisation with data-driven performance insights for leaders, training for managers, wellbeing tools for all employees, as well as access to a global network of accredited mental health practitioners.

Our internal standards are as high as those of our clients. We’re an ambitious VC backed software business on the exhilarating 10-100M phase of our growth journey. It’s hard and rewarding work and we’re determined to be our very best case study along the way.

Unmind believe high performance will hinge on the powerful harmony between our relentless drive for results and creating an environment that elevates our people's wellbeing. This wouldn’t be possible without a dedication to our core values:

• Be Human

• Grow Your Mind

• Innovate at Speed

• Inspire & Impact

Our DEI commitment

We strive to build a workplace that celebrates our differences, where every Unminder feels included, equal, seen and heard. This is true regardless of your age, race, gender identity, religion or belief, marital or parental status, disability, neurodiversity, or sexual orientation.

We’re proud of our culture, but not smug. So if there’s anything we can do to make the hiring process more accessible, just let us know when you apply, or email talent@unmind.com.

The Role – Client Success Manager

Unmind is more than just a platform; we are a beacon of thoughtful dedication in the field of mental health and well-being. Our CS mission is clear: to foster both mentally and physically healthy, sustainable teams that not only excel in performance but thrive in well-being. Through our platform, we not only uplift our team but extend this commitment to every client we serve.

As a Client Success Manager at Unmind, you will be a key player in our commercial team focusing your day to day efforts on customer retention, expansion and advocacy within your book of business. The satisfaction of our clients is the lifeblood of Unmind – their ongoing engagement and maturity is essential, whilst also ensuring our end users maximise the full potential of the Unmind platform are our top of priorities. Client Success is more than a department, it's a business-wide mindset.

As a Client Success Manager, you’ll be responsible for the success of your clients’ platforms, enabling us to deliver on our mission to improve the mental wellbeing of ten million people in organisations around the world.

In this role, you will be responsible for:

• Owning your own portfolio of circa 10-15 clients, covering the whole client lifecycle – from successful onboarding post implementation to expansion and renewal

• Ensuring that you are actively engaged in all aspects of client reporting and data on ROI, utilisation and engagement for your clients

• Running your own QBR’s and EBR’s for your clients and ensuring that they are continuously aware of our Product Roadmap, with support from the product and data teams at Unmind

• Evaluating and increasing the user adoption & engagement, with your clients both in the platform and across our multitude of events; while delivering an exceptional client experience

• Building multi-threaded client relationships and taking a consultative and strategic approach to supporting the partnerships success.

• Being the expert on our platform features and functionality; comfortably delivering training demonstrations, workshops and creative presentations to drive engagement.

• Working closely with the Sales and Implementation teams to ensure that the handover process for clients is as seamless as possible.

• Working with the Product and Support teams to deliver and act on valuable insights and feedback from our end-users.

Skills and Experience

We encourage you to remove education from your CV upon application as qualifications are not a driving factor in our decision making and we are committed to tackling educational inequality. We firmly believe that no one is the finished article and that there should be learning in every role you do. However, some experience in the following is important for this position:

• Has proven experience in Client Success role(s) within a B2B software business or B2B SaaS environment, or within a consulting role.

• Has proven experience working with mid-market - enterprise organisations and managing those client relationships, including at a senior level.

• Possesses a relentless enthusiasm to over-deliver on expectations.

• Is detail oriented with excellent organisation and time management skills (you'll need the capacity to plan, prioritise and deliver several projects at once). You will be a skilled project manager with experience of delivering large scale initiatives.

• Is articulate; with the ability to distill complex ideas or context based concepts into easily understood terms for any client (can adapt their communication style and approach to match the needs of different clients, as well as internal stakeholders).

• Can run engaging QBR sessions with large audiences both virtual and in person

• Has experience in commercial discussions, particularly when it comes to renewals but also with expansions

• Has the ability and willingness to source knowledge and research topics independently.

• Possesses an autonomous attitude (you do not require (or like) micro-management).

• Passionate about mental health, tech-for-good, and generally improving people’s lives.

• Comfortable working in an environment of rapid growth, constant change, and lots of unknowns.

• Hungry to make Unmind the global category leader of workplace mental health.

Benefits

At Unmind we believe in having a whole person approach and we hope that our benefits enhance the lives of Unminders, helping them be happy, healthy and fulfilled. You can see the full list of our benefits on our careers page, but they include:

• Private Medical Insurance for you and your family

• Dental Plan

• Unmind Equity scheme

• 25 days annual leave plus your birthday day off and celebration days

• Revive and Thrive Days: the second Friday of every month is a company day off

• Flexible working, including flexible use of Public Holidays and 3pm finishes on Fridays June-August

• $1,358 annual learning budget with 2 days learning leave

• Financial wellbeing support via Questis

• Access to the Unmind platform, including Talk - book free, unlimited sessions with a therapist or coach