Manager, Client Success

Headspace is seeking a Manager, Client Success to lead our Small Business client base.

Based in the UK and reporting to the Director, Client Success International you will be responsible for the development and performance of international small business client managers. This team is responsible for  member enrollment and ongoing engagement making it an ideal role for an early leader looking to grow their leadership capabilities in the Small Business segment.

You will actively manage, coach, mentor, and motivate third party channel teams of Sales Development Representatives, Client Success Managers and Account Executives responsible for inbound and outbound small client management. This will be done in consultation and collaboration with the International leaders for client success and new business.

The preferred candidate profile will have experience working in an inbound and/or outbound client development role and have a proven track record of creating a renewal based pipeline. The ideal candidate will have experience in people management, sales coaching and monitoring key performance indicators. You will also partner and collaborate closely with members of our Sales and Marketing teams globally  to ensure monthly and quarterly pipeline goals are achieved.

• Develop, implement and execute a small business client success strategy and execute specific lifecycle stage management activities.
• Manage third party channel partners we engage to carry out client management activities on our behalf. This includes building, creating, developing and deploying channel partner enablement strategies.
• Recruit as required in house small business client success team members.
• Oversee the team activity and support attainment to quotas for renewal and expansion revenues for the small business client base.
• Conduct agent review sessions and drive a high performance culture.
• Construct an informed POV in partnership with the International and Global B2B leadership team to define and scale our International small business operations across Headspace for Work and Headspace Health.
• Work closely with Business Operations, Legal, Infosec, Data, PMM, Brand, Content and Marketing teams to ensure appropriate operations and localisation where needed.
• Be a leading member of the Client Success team, working very closely with New Business, Implementation and Engagement teams to ensure high levels of customer satisfaction, member adoption, engagement and retention.
• Lead and define our small business QBRs and NPS.
• Contribute to the Strategy and Operating Plan for the International team.
• Develop your teams skills for prospecting, qualifying and opportunity creation in support of new business opportunities.

• 3+ years channel management experience
• 5+ years in a client success quota carrying role
• Demonstrable experience scaling high-performing client success teams and operations or developing and running a B2B portfolio.
• Expert knowledge of sales fundamentals, including but not limited to sales methodologies, prospecting skills, pitch, driving urgency, etc.
• Exceptional communication skills, highly organized, collaborative and detail oriented
• 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
• Comfort in a rapid growth environment we move quickly and wear many hats in a dynamic environment
• Language skills preferred: fluency in German and/or French.
• Having a current meditation, mindfulness, or personal mental health practices is helpful

Tagged as: Account Executive, Sales Development Representative