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 world's 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. We're an ambitious VC backed software business on the exhilarating 10-100M phase of our growth journey. It's hard and rewarding work and we're determined to be our very best case study along the way.

Unmind believes high performance will hinge on the powerful harmony between our relentless drive for results and creating an environment that elevates our people's wellbeing. This wouldn't 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.

We're proud of our culture, but not smug. So if there's anything we can do to make the hiring process more accessible, just let us know when you apply, or email talent@unmind.com.

• Customer Retention and Adoption — Proactively address potential challenges, deliver a high retention rate across your book of business focusing on Net Revenue Retention (NRR) and advocacy.
• Commercial Expansion — Identify expansion opportunities across your customer base, tailoring strategies to the organisation's needs and opportunities. Partner with the sales team to create and implement go-to-market strategies for expansions.
• Customer Relationship Building — Build strong and meaningful relationships at a senior level within your customer base, focusing on value and results. Run strategic planning sessions and workshops with customers to foster 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 customers and internal product, engineering, and support teams, ensuring client nuances are reflected in product roadmaps.
• Product Support — Manage customer support tickets from the APAC region, dedicating up to 2 hours daily to collaborating with the product support team on these tasks.

We encourage you to remove education from your CV upon application as qualifications are not a driving factor in our decision-making and we are committed to tackling educational inequality. 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 enterprises to SMBs for expansion and renewal management.
• Demonstrable experience in understanding and contributing to commercial numbers, with a proven ability to impact growth and retention metrics positively.
• Aptitude for renewal management and operational efficiency.
• Proficient in understanding customer strategies and initiatives and translating them into actionable strategies for Unmind.
• Deep commitment to promoting mental and physical well-being within the team and for our customers.
• Strong cross-cultural communication and interpersonal skills.
• Experience collaborating with internal stakeholders across various time zones.

• 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

We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

Sydney, New South Wales, Australia