Client Success Manager, Mid-Market

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

📋 Description

• Manage the daily interactions for around 30 international Headspace-specific mid-market and enterprise clients outside of the US.

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

• Comprehend client business requirements and workforce wellbeing objectives, assisting them in deriving measurable value from Headspace.

• Categorize the portfolio and customize engagement strategies, whether high-touch or scalable.

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

• Lead account strategy and identify opportunities for expansion, upselling, and cross-selling.

• Oversee renewal strategies and execution, accurately predicting and securing multi-year partnerships.

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

• Collaborate with external partners such as benefits consultants and eligibility vendors.

• Provide onboarding support, product demonstrations, and training sessions both online and, when necessary, in person.

• Attend client business and benefits fairs as needed.

• Deliver utilization and outcomes reports to clients while maintaining internal account health and forecasting reports.

• 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, involving approximately 10% travel.

⛳️ Requirements

• Proven experience managing a portfolio of B2B accounts, ideally between 20 to 30, in roles such as client success or account management.

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

• Demonstrated success in managing renewals and identifying and closing expansion opportunities.

• Ability to be evaluated against retention and growth objectives.

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

• Strong prioritization abilities and skill in balancing high-touch and scalable engagement within a diverse portfolio.

• Confident and proactive approach in a fast-paced, high-growth environment.

• Proficiency in Salesforce.

• Candidates must reside in the UK.

• Must have the legal right to work in the UK.

• AI proficiency at least at Explorer (Level 1), using AI daily to enhance personal productivity.

• Preferred experience includes Benefits, Health Care, EAP, and Wellbeing.

• Preferred skills include data analytics experience using Looker or Tableau, Jira, and AI tools.

🏝️ Benefits

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

• Private company stock options where applicable.

• Additional benefits beyond the total compensation.

• Country-specific benefits (details provided separately).