Client Success Manager, Mid-Market

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Manage the daily relationships for around 30 international Headspace-focused mid-market and enterprise clients outside the United States.

• Serve as the main contact and trusted advisor for clients.

• Comprehend client business objectives and workforce wellbeing aims, assisting clients in realizing tangible value from Headspace.

• Organize the client portfolio and customize engagement strategies that are either high-touch or scalable.

• Foster relationships with HR, Benefits, Total Rewards leaders, C-suite executives, and senior sponsors.

• Oversee account planning and pinpoint opportunities for expansion, upselling, and cross-selling.

• Manage renewal strategies and execution, accurately forecasting and securing multi-year partnerships.

• Address client issues and coordinate with internal teams for resolution.

• Collaborate with third-party entities like benefits consultants and eligibility vendors.

• Provide onboarding assistance, product demonstrations, and training sessions both online and occasionally in person.

• Attend client business and benefits fairs as necessary.

• Deliver utilization and outcome reports to clients and maintain internal account health and forecast documentation.

• Keep precise client records in Salesforce and other internal systems.

• Support Headspace events and business fairs at client locations.

• Regularly meet with high-priority clients in person, with approximately 10% travel involved.

⛳️ Requirements

• Proven experience managing a portfolio of B2B accounts, ideally ranging from 20 to 30, in client success, account management, or a related field.

• Familiarity with larger Enterprise clients, such as those with 10,000+ employees and/or £250k+ in recurring revenue.

• Demonstrated history of overseeing renewals and identifying as well as closing expansion opportunities.

• Comfort in being evaluated against retention and growth metrics.

• Experience in delivering metric-based reports and translating insights into clear narratives for HR leaders and senior stakeholders.

• Strong prioritization abilities and the capacity to manage both high-touch and scalable engagement across a diverse portfolio.

• Confident and self-motivated approach in a fast-paced, high-growth setting.

• Proficiency in Salesforce.

• Candidates must reside in the UK.

• Legal authorization to work in the UK.

• Proficiency in AI, at least at Explorer (Level 1), utilizing AI daily to enhance personal productivity.

• Preferred: Experience in Benefits, Health care, EAP, and Wellbeing.

• Preferred: Experience in data analytics using tools like Looker or Tableau, Jira, and AI applications.

🏝️ Benefits

• Variable bonuses or sales incentives may be included as part of total compensation.

• Private company stock options may be offered where applicable.

• Additional benefits beyond total compensation.

• Country-specific benefits (details to be provided separately).