Senior Client Success Manager

Job Description

Location: UK Based, Remote-first (with monthly travel to London)

At Unmind, we're here to create better mental health.

We believe mental health should be a source of strength, not struggle – for people, teams, and entire organisations.

We combine science, technology, and human care to help companies like Uber, Disney, Major League Baseball, and the NHS improve mental health and drive performance.

Now we’re looking for more brilliant people to help us do it.

🚀 Our Values

We’re building a company where ambition and empathy go hand in hand.

Outpace the rest – Move fast. Deliver excellence.

Stronger together – We go further, faster, together.

Client first – We win, when our clients win.

🌈 Inclusion & Belonging

We’re building a place where everyone feels seen, heard, and supported – and where difference is celebrated.

If you need adjustments during the process, tell us when you apply or email talent@unmind.com.

Learn more about how we hire and our commitment to equity in our Candidate FAQ →

🎯 The Role – Senior Client Success Manager

The Senior Client Success Manager (sCSM) is responsible for driving measurable value, retention, and growth across a portfolio of strategic clients. This role partners closely with Account Managers and cross-functional teams to shape account strategy, influence senior stakeholders, and ensure clients achieve clear business outcomes.

The sCSM operates as a trusted advisor, using insight and strong judgement to anticipate risk, unlock opportunity, and lead structured, executive-level engagements.

Key Responsibilities:

• Strategic account leadership

  • Own success strategy for a portfolio of strategic accounts, including account plans, success roadmaps, and renewal readiness.

  • Turn usage and client context into clear insights, ROI narratives, and recommendations.

  • Capture and act on signals that drive retention and expansion.

• Executive presence and client impact

  • Lead executive-level meetings with clear, structured communication.

  • Align internally on goals, agenda, and outcomes before meetings.

  • Share concise post-meeting summaries with decisions, signals, and next steps.

• Risk management and portfolio health

  • Identify risk early and drive mitigation ahead of renewals and delivery milestones.

  • Track health and engagement trends and escalate when performance drops.

  • Run a regular portfolio risk review cadence with clear action plans.

• Ownership, adaptability, and judgement

  • Test, learn, and adjust strategy when results are off track.

  • Build data-backed proposals and 30-day plans with clear KPIs.

  • Take accountability for outcomes and communicate proactively with leadership.

• Collaboration and ways of working

  • Partner with AMs, Sales, Implementation, and Product to align strategy and delivery.

  • Create reusable assets (playbooks, briefings, templates) that raise consistency.

  • Contribute to team learning through coaching, call reviews, and best-practice sharing.

🌟 About You

In the spirit of equity and continuous growth, we invite you to remove education from your CV. Qualifications are not a factor in our decision-making.

• 5+ years experience in Client Success, Account Management, or a related customer-facing role.

• Demonstrated ability to operate as a trusted advisor with senior stakeholders, including facilitating structured, outcomes-led conversations.

• Strong strategic thinking skills with the ability to turn data into insight, insight into recommendation, and recommendation into action.

• Proven track record of improving portfolio health, retaining revenue, and identifying growth opportunities.

• Excellent written communication skills, including concise executive briefs and clear documentation.

• High standards for operational rigour, including planning, pre-briefing, follow-up discipline, and stakeholder management.

• Strong judgement and adaptability, with evidence of testing, learning, and pivoting to deliver outcomes.

• Comfortable working cross-functionally and influencing without direct authority.

Tip for candidates: If you’re unsure whether to apply – do. We know great people don't always tick every box.

💚 Life at Unmind

We believe wellbeing and performance go hand-in-hand – and we build our environment to support both.

A few highlights:

✅ Private medical for you & your family

✅ Equity in Unmind

✅ Generous gender-neutral parental leave

✅ 25 days holiday + birthday + celebration days

✅ Revive & Thrive Days – company-wide Friday off monthly

✅ Flexible working + early Friday summers

✅ Remote-first within the UK, with monthly in-person meet-ups and access to a London co-working space

✅ Annual learning budget + learning leave

✅ Free weekly therapy or coaching sessions

✅ Wellbeing support via WellHub & Bippit

See all benefits on our Careers Page →