Client Success Manager, Mid-Market

Role

Sword Health is hiring a Client Success Manager to own a portfolio of approximately 30 international Headspace specific mid-market and enterprise clients. You will act as the senior advisor to stakeholders, and lead cross-functional engagement strategies to drive retention and value realization. This role is for someone who can move from executive strategy to operating detail. You will diagnose what is blocking customer value, involve the right partners across Sword, and maintain a credible customer plan even when the process or internal owner is unclear.

What you’ll be doing

• Own the day-to-day relationship for a book of around 30 Mid-market and Enterprise clients outside the US, acting as their primary point of contact and trusted advisor.
• Understand each client's business needs and workforce wellbeing goals, and help them get measurable value from Headspace.
• Segment your portfolio and tailor your approach: high-touch, strategic engagement for your Enterprise and highest-value accounts, and efficient, scalable coverage (including digital and pooled touchpoints) for the rest.
• Build relationships with HR, Benefits and Total Rewards leaders, and with C-suite and senior sponsors where the account's size or strategic importance warrants it.
• Lead account planning, prioritizing your time by risk and opportunity, and identify expansion, upsell and cross-sell opportunities to grow revenue across your book.
• Own renewal strategy and execution for your portfolio, forecasting accurately and secure multi-year partnerships.
• Triage client issues and coordinate internal teams to resolve them quickly, escalating where needed.
• Work with third parties on behalf of clients, such as benefits consultants and eligibility vendors.
• Deliver onboarding support, product demonstrations and training sessions, online and occasionally in person.
• Attend our clients’ business and benefits fairs when needed and relevant.
• Provide regular utilization and outcomes reporting to clients (monthly, quarterly or annually depending on tier), and keep internal account health and forecast reporting up to date.
• Keep accurate client records in Salesforce and other internal systems.
• Support engagement activity such as Headspace events and business fairs on client sites for key accounts
• Meet in person with your highest-priority clients on a regular cadence (travel of around 10%).

What you need to have

Required Skills:

• Experience managing a portfolio of B2B accounts (ideally 20 to 30) in client success, account management or a similar role, including some larger Enterprise clients (for example, 10,000+ employees and/or £250k+ in recurring revenue).
• A track record of owning renewals and identifying and closing expansion opportunities, and comfort being measured against retention and growth targets.
• Experience delivering metric-based reporting and turning insights into clear stories for HR leaders and senior stakeholders.
• Strong prioritization skills and the ability to balance high-touch and scalable engagement across a varied book.
• A confident, self-starting approach, comfortable in a fast-paced, high-growth environment where priorities shift.
• Salesforce experience.

Preferred Skills:

• Benefits, Health care, EAP and Wellbeing experience.
• Data analytics experience utilizing Looker or Tableau, Jira, AI tools.

Requirements:

• Although this is a remote role, candidates must be based in the UK and have the legal right to work in the UK.
• Being based in London is preferred due the 10% travel requirement for client meetings.