Senior Client Success Manager

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 worlds 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. Were an ambitious VC backed software business on the exhilarating 10-100M phase of our growth journey. Its hard and rewarding work and were 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 peoples wellbeing. This wouldnt be possible without a dedication to our core values : Be Human Grow Your Mind Innovate at Speed Inspire & Impact To learn more about our values what to expect when applying interviewing and working at Unmind and to find answers to common questions visit our FAQ page here. 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. Were proud of our culture but not smug. So if theres anything we can do to make the hiring process more accessible just let us know when you apply or email . The Role Senior Client Success Manager (6 months FTC) Key Responsibilities Customer Retention and Adoption Proactively address potential challenges deliver a high retention rate across your book of business focusing on NRR and advocacy. Commercial Expansion Identify expansion opportunities across your customer base tailoring strategies to the organisations needs and opportunities. Partner with the sales team to create and implement go-to-market strategies for expansions. Customer Relationship Building Ensure you constantly thrive to build strong and meaningful relationships at a senior level within your customer base always with a focus on value and results. Set up and run strategic planning sessions and workshops with customers fostering an environment of mutual growth and trust. Regional Ownership As the sole Senior CSM for APAC lead regional initiatives drive customer satisfaction and growth identify customer needs and advocate for clients. Collaboration With Internal Stakeholders In Different Timezones Act as a bridge between your customers and internal product engineering and support teams ensuring that client specific nuances are reflected in our product roadmaps. Product Support Manage customer support tickets from the APAC region dedicating approximately up to 2 hours daily to collaborating with the product support team on these tasks. 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 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 : Minimum 5 years of experience including at least 2 years in a CSM role preferably with experience working with a range of companies from enterprises to SMBs for expansion and renewal management. Demonstrable experience in understanding and contributing to commercial numbers highlighting a proven ability to impact growth and retention metrics positively. Aptitude for renewal management and operational efficiency Proficient in understanding the customer strategies and initiatives and how that can translate into actionable strategies for Unmind. Deep commitment to promoting mental and physical well‑being both within the team and for our customers. Strong cross‑cultural communication and interpersonal skills. Experience collaborating with internal stakeholders across various time zones. Benefits 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 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 Annual learning budget with 2 days learning leave Access to the Unmind platform including Talk - book free weekly sessions with a therapist or coach Required Experience Manager Key Skills Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients Employment Type: Full-Time Experience: years Vacancy: 1 #J-18808-Ljbffr