Unmind
SaaS
VP,ClientSuccess
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“VP, Client Success at Unmind. Skills: Client Success, Customer Retention, Team Leadership. Define Client Success strategy. Execute Client Success strategy”
What You'll Achieve.
Improve retention; Strengthen customer health; Grow Net Revenue Retention; Deliver exceptional experiences; Deliver measurable outcomes; Build lasting relationships
Industry & Context.
Data-driven decision making
Monthly travel to London
What They're Looking For.
Must Have
Significant leadership experience, Client Success experience, Account Management experience, B2B SaaS experience, Proven track record retention, Proven track record churn reduction, Proven track record NRR growth, Enterprise environments experience, Experience building teams, Experience scaling teams, Experience building operating models, Experience scaling operating models, Experience building customer success processes, Experience scaling customer success processes, Commercial acumen, Experience partnering with Sales, Owning customer growth outcomes, Exceptional stakeholder management, Exceptional communication skills, Ability to influence senior leaders, Experience leading global teams, Managing complex enterprise customer relationships
Nice to Have
HR technology experience, HealthTech experience, Wellbeing technology experience, People-focused technology experience, High-growth environment experience, Scale-up environment experience
What You'll Do.
Define Client Success strategy
Execute Client Success strategy
Strengthen customer health
Grow Net Revenue Retention
Build operating rhythms
Embed operating rhythms
Manage customer relationships
Surface opportunities
Develop executive relationships
Act as trusted advisor
Act as senior sponsor
Partner with Marketing
Align customer outcomes
Align commercial priorities
Align product direction
Align business planning
Create accountability
Create culture improvement
How You'll Work.
Team & Collaboration
Commercial leadership team; Partner with Sales; Partner with Product; Partner with Marketing; Partner with Finance
Communication Scope
Executive presentations; Client communication
Full Job Description
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 [email protected]. 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 th
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