Senior Client Success Manager

The success of our clients is the lifeblood of Unmind – their ongoing engagement, advocacy and ensuring our end users maximise the potential of the Unmind Enterprise platform are top priorities.

Client Success is more than a department, it's a business-wide mindset. The Unmind Client Success team members are a passionate, empathetic and savvy bunch who are specifically responsible for the following non-exhaustive remits: client onboarding, relationship management, driving engagement with our clients’ programmes, client advocacy, lead generation and retention.

We have humongous plans –and need lots of help in achieving them– which is why we’re looking for an exceptional individual to join as a Senior Client Success Manager within our APAC team to support the success of our growing client base.

As a Senior Client Success Manager, you’ll be responsible for the success of your clients’ platforms, enabling us to deliver on our mission to improve the mental wellbeing of ten million people in organisations around the world.

In this role, you’ll get to:

• Own your portfolio of clients (covering the whole client lifecycle – from successful onboarding to ongoing relationship management and renewal).
• Oversee and increase the adoption, engagement, and retention with your client platforms; while maintaining high levels of client satisfaction.
• You will build impactful client relationships at all levels within an organisation and take a consultative and strategic approach to supporting the partnership’s success.
• Act as the Unmind expert and trusted advisor; comfortably delivering training demonstrations and creative presentations to drive engagement.
• Work closely with the Sales and Onboarding teams to ensure that the handover process for clients is as seamless as possible.
• Work cross-functionally to deliver and act on valuable insights and feedback from our clients.
• Maximise the chance of contract renewal through sustained and valuable liaison with the key decision makers within each of your accounts. You will be responsible for managing renewals from end-to-end.
• Grow Unmind’s reach by spotting and developing opportunities (CSQLs) and working closely with Account Executives.
• As an emerging region, it’s a close-knit team and everyone plays a role in supporting its success. You will participate in speaker engagements, client panels and act as a brand ambassador; leading our Client Success efforts within the region.

Requirements

We firmly believe that no-one is the finished article and that there should be learning in every role you do. So some of the role will be learning as you go, and we hope that’s exactly what you are looking for. However, some experience in the following is important for the role.

We're looking for someone who:

• Has proven experience in Client Success role(s) within a B2B software business or B2B SaaS environment.
• Has proven experience working with a variety of organisations, is adept at managing large complex accounts and can inspire and impact at the most senior level.
• Possesses a relentless enthusiasm to over-deliver on expectations.
• Is detail-oriented with excellent organisation and time management skills (you'll need the capacity to plan, prioritise and deliver several projects at once). You will be a skilled project manager with experience of delivering large-scale initiatives.
• Is articulate; with the ability to distil complex ideas or context-based concepts into easily understood terms for any client (can adapt communication style and approach to match the needs of different clients, as well as internal stakeholders).
• Is an adept public speaker who can run engaging sessions from large audiences through to executive business reviews.
• Is a persuasive negotiator, who can hold effective commercial discussions and has proven experience in this.
• Has the ability and willingness to source knowledge and research topics independently.
• Possesses an autonomous attitude (you do not require (or like) micro-management).
• Passionate about mental health, tech-for-good, and generally improving people’s lives.
• Flourishes when working in an environment of rapid growth, constant change, and lots of unknowns.
• Is hungry to make Unmind the global category leader of workplace mental health.
• is based in Sydney and is happy to be in the office 2-4x per week.