Strategic Client Success Manager

Headspace’s  Success team engages our B2B Clients to drive Headspace adoption and demonstrate ongoing value. This critical function is responsible for onboarding new customers, engaging executive teams in the launch, driving ongoing adoption and engagement and managing Client renewals. Client Success works with the rest of the Headspace organization to uncover new ways to make Headspace a part of everyday life and to improve our product and service offering.

How your skills and passion will come to life at Headspace:

• Enable successful launch and roll-out of Headspace to Client employees or members
• Drive retention and growth among our highest value Strategic customers by gaining a deep understanding of their business needs and helping them achieve their goals
• Maintain a cadence of communicating with partners about their adoption trends, sentiment, and drive product adoption and engagement by project managing a programme of engagement activities in conjunction with our engagement team.
• Identify opportunities for customers to act as Headspace advocates (e.g. testimonials, case studies, attending events)
• Marshall resources across the Headspace org as needed to support customers’ needs
• Represent the voice of the customer to inform our sales process and product roadmap
• Be comfortable in a role that involves performance to meet quarterly financial objectives

What you’ve accomplished:

• 5+ years in a Customer Success, Relationship Management, Account Management, or similar role. Within this experience, a minimum of 2 years working with Strategic Enterprise organizations
• Experience working with a portfolio of large enterprise customers, on complex projects with multiple stakeholders
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality, with a bias for speed and action
• Strong analytical skills, with the ability to translate data into insights. Experience with Excel and Google Sheets preferred
• Strong PowerPoint/Keynote skills. Experience with Adobe InDesign or Illustrator preferred but not required
• Comfort in a rapid growth business environment – we move quickly and wear many hats in a dynamic environment
• Experience of either Healthcare or Wellbeing sectors advantageous
• Fluency in written and spoken English required, and additional languages advantageous (German, French)