VP, Client Success

Location: UK Based, Remote-first (with monthly travel to London) At Unmind, we're here to create better mental health. We believe mental health should be a source of strength, not struggle – for people, teams, and entire organisations. We combine science, technology, and human care to help companies like Uber, Disney, Major League Baseball, and the NHS improve mental health and drive performance. Now we’re looking for more brilliant people to help us do it. 🚀 Our Values We’re building a company where ambition and empathy go hand in hand. Outpace the rest – Move fast. Deliver excellence. Stronger together – We go further, faster, together. Client first – We win, when our clients win. 🌈 Inclusion & Belonging We're building a place where everyone feels seen, heard, and supported – and where difference is celebrated. If you need adjustments during the process, tell us when you apply or email talent@unmind.com. Learn more about how we hire and our commitment to equity in our Candidate FAQ → https://unmind.notion.site/Unmind-Candidate-FAQs-b2f30c27bc57453b8edaee099aad4596 🎯 THE ROLE — VP OF CLIENT SUCCESS The success of our clients is fundamental to Unmind's success. As VP, Client Success, you'll lead the strategy, team, and operating model that drives retention, growth, and long-term client value across our global customer base. As a member of the commercial leadership team, you'll shape how Unmind partners with clients, ensuring we deliver exceptional experiences, measurable outcomes, and lasting relationships. WHAT YOU'LL DO - Define and execute Unmind's global Client Success strategy, with a focus on improving retention, strengthening customer health, and growing Net Revenue Retention (NRR). - Build and embed the frameworks, processes, and operating rhythms that help the team manage customer relationships consistently, proactively, and at scale. - Use data and customer insight to identify risk, surface opportunities, and ensure the team is focused on the actions that drive the greatest customer and commercial impact. - Develop strong executive relationships with strategic clients, acting as a trusted advisor, senior sponsor, and escalation point where needed. - Partner closely with Sales, Product, Marketing, and Finance to align customer outcomes with commercial priorities, product direction, and business planning. - Lead, coach, and develop a high-performing global Client Success team, creating clarity, accountability, and a culture of continuous improvement. 🌟 ABOUT YOU In the spirit of equity and continuous growth, we invite you to remove education from your CV. Qualifications are not a factor in our decision-making. However, some experience in the following is important for this position: - Significant leadership experience within Client Success, Account Management, or a related customer-facing function in B2B SaaS. - A proven track record of improving retention, reducing churn, and growing Net Revenue Retention (NRR) within enterprise environments. - Experience building and scaling high-performing teams, operating models, and customer success processes. - Strong commercial acumen, with experience partnering closely with Sales and owning customer growth outcomes. - Exceptional stakeholder management and communication skills, with the ability to influence senior leaders internally and externally. - Experience leading global teams and managing complex enterprise customer relationships. Strongly desirable - Experience within HR technology, HealthTech, wellbeing, or other people-focused technology businesses. - Experience operating in a high-growth or scale-up environment. 💚 LIFE AT UNMIND We believe wellbeing and performance go hand-in-hand – and we build our environment to support both. A few highlights: ✅ Private medical for you & your family ✅ Equity in Unmind ✅ Generous gender-neutral parental leave ✅ 25 days holiday + birthday + celebration days ✅ Revive & Thrive Days – company-wide Friday off monthly ✅ Flexible work...