Head of Client Success, EMEA & APAC

Job Description

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

To learn more about what these values mean to us, follow this link.

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 - Head of Client Success, EMEA & ANZ

As the Head of Customer Success you will lead a team of Customer Success Managers in our London and Sydney offices. Our Customer Success Managers partner with our clients to develop mental health strategies, identify their business challenges, and collaboratively shape solutions that drive their strategic people performance initiatives. The primary responsibility of our Customer Success team is to grow Unmind’s business by evangelising our mental health platform within our customers, managing the renewal process and building revenue growth opportunities through cross sells and upsells. You will play a leading role in transferring learnings from our customers to the wider commercial and product teams and sharing your expertise.

Our sales teams partner closely with many of the world’s biggest brands to transform mental health, helping their employees to flourish and to unlock their full potential. We regularly work hand in hand with CHROs and Chief People Officers to build their mental health strategy which our customer success team then deploy and oversee.

In the role you will get to:

• Be fully responsible for the Client Success EMEA & ANZ function, the primary focus of which is the retention and growth of our valued customers.
• Own your region’s revenue; build and monitor the metrics that matter to exceed our NRR growth targets.
• Continuously invest in the growth and development of your team members, including hiring, training, mentoring, and performance management. Foster a positive team culture and promote collaboration, accountability, and continuous improvement.
• Develop and implement strategic account plans and initiatives for our customers that your team of CSMs can own and deliver to increase customer value, as well as drive client satisfaction, retention, and revenue growth.
• Act as a client advocate within Unmind, representing client feedback, insights, and needs to influence product development, marketing, and business strategies. Proactively identify and address client risks, challenges, and opportunities.
• Build and maintain strong relationships with key clients, understanding their business needs, challenges, and goals. Collaborate with internal stakeholders, such as sales, product, and product support, to ensure value realisation and satisfaction.
• Stay up-to-date with industry trends, best practices, and client success innovations. Drive continuous improvement in client success strategies, processes, and performance to achieve department and company objectives.

Requirements

We firmly believe that no-one is the finished article and that there should be learning in every role you do. So some of the role will be learning as you go, and we hope that’s exactly what you are looking for. However, experience in the following is critical for the role.

We're looking for someone who:

• Has proven success within a Client Success leadership role(s) within a B2B software business or B2B SaaS environment where utilisation of product and NRR growth were major indicators of success.
• Has managed best-in-class NRR growth programs by leading a team who could own renewals and upsells with support from sales where there is a significant growth opportunity. Activities would include account plans, buyer influence maps, evangelism strategies, opportunity creation etc.
• Is an inspiring leader who communicates effectively, motivates and aligns a team around company and client objectives.
• Has proven experience of client-centricity, generating customer value and working on Voice of the Customer programmes.
• Has experience of rolling out and managing multiple customer segmentation programs (incl Enterprise, Corporate, Mid Market), ensuring resources and strategies are aligned to maximise investment and growth.
• Possesses a relentless enthusiasm to over-deliver on expectations for both external and internal stakeholders
• Is detail-oriented and data driven, with excellent organisation and time management skills (you'll need the capacity to plan, prioritise and deliver several projects at once).
• Is an adept public speaker who can run engaging sessions from large audiences through to executive business reviews.
• Is a persuasive negotiator, who can hold effective commercial discussions and has proven experience in this.
• 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.
• Flourishes when working in an environment of rapid growth, constant change, and lots of unknowns.
• Is 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
• Unmind Equity scheme
• Generous gender neutral parental leave
• 25 days annual leave plus your birthday day off and 2 celebration days
• Flexible working, including flexible use of Public Holidays and 3pm finishes on Fridays June-August
• Hybrid working from dog-friendly Central London office (1 team day a week)
• £1,000 annual learning budget with 2 days learning leave
• Monthly ClassPass Subscription
• Financial wellbeing support via Bippit
• Access to the Unmind platform, including Talk - book free, unlimited sessions with a therapist or coach