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Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success
Date Posted
October 22, 2025
Full Job Description
đź“‹ Description
- • Own the end-to-end success of a portfolio of enterprise and mid-market clients across the UK, acting as their primary strategic partner and ensuring they extract maximum value from Modern Health’s mental-health benefits platform.
- • Serve as the voice of the customer inside Modern Health, translating client feedback into actionable product insights that directly influence roadmap decisions and improve the experience for 2M+ global users.
- • Design and deliver data-driven quarterly business reviews (QBRs) with C-level, HR, and Benefits stakeholders, showcasing measurable improvements in employee engagement, clinical outcomes, and ROI—turning mental-health spend into a board-level success story.
- • Lead the implementation and launch of new UK accounts (10–50k employees), coordinating with Sales, Product, Clinical, and Engineering teams to configure the platform, migrate legacy data, and train HR administrators within 60 days.
- • Build and execute adoption campaigns that drive 70 %+ activation in year one: from crafting segmented email journeys to hosting live webinars and championing internal “Mental Health Advocates” inside client organisations.
- • Monitor real-time engagement dashboards and proactively intervene when utilisation dips, deploying targeted nudges, manager toolkits, and on-site or virtual events that re-energise participation and reduce clinical wait times.
- • Translate complex mental-health analytics into clear, compelling narratives for non-technical audiences—turning anonymised usage data into stories that prove EAP replacement, absence reduction, and productivity gains.
- • Partner with Clinical and Compliance teams to ensure every UK customer remains fully aligned with GDPR, ICO, and NHS Digital standards, owning external audits and security questionnaires with zero findings.
- • Mentor junior CSMs and cross-functional peers on UK market nuances, sharing playbooks that shorten ramp time and elevate the entire team’s performance.
- • Experiment continuously: pilot new in-app nudges, co-develop Slack integrations, and A/B test incentive schemes—then scale what works across the portfolio.
- • Represent Modern Health at UK industry conferences, roundtables, and webinars, positioning yourself as a thought leader in workplace mental health and generating qualified expansion pipeline worth £2–5 M annually.
- • Champion diversity, equity, and inclusion in every client conversation, ensuring that underserved populations—BAME, LGBTQIA+, neurodivergent, and frontline workers—receive equitable access to care.
- • Maintain a 120 % net-revenue-retention target by identifying upsell opportunities (additional family-member access, global rollouts, leadership coaching) and securing multi-year renewals six months ahead of contract end.
🎯 Requirements
- • 4+ years in a client-success, account-management, or consulting role within B2B SaaS, HR tech, or digital health, ideally supporting UK enterprise clients.
- • Demonstrated success managing portfolios worth £1–5 M ARR with >90 % gross renewal and >110 % net-revenue-retention.
- • Deep fluency in GDPR, UK employment law, and NHS mental-health pathways; experience completing ICO or ISO-27001 security reviews.
- • Advanced Excel, Tableau, or Looker skills to analyse engagement data and build ROI models that resonate with CFOs.
- • Outstanding storytelling and presentation ability—comfortable pitching to CHROs in the morning and training 200 line-managers in the afternoon.
🏖️ Benefits
- • Fully remote UK role with quarterly in-person off-sites in London and optional global team retreats.
- • 35 days PTO plus your birthday off and a “mental health day” each quarter to recharge.
- • £1,200 annual learning stipend, access to Modern Health’s entire clinical network for you and your family, and equity in a Series-D hyper-growth company.
Skills & Technologies
Senior
Remote
About Modern Health, Inc.
Modern Health provides global, evidence-based mental health benefits for employers and health plans. Its platform combines licensed therapists, certified coaches, self-guided digital programs, and culturally centered care to prevent, treat, and manage stress, depression, anxiety, and burnout. Data-driven matching personalizes care pathways for employees and dependents, while analytics give organizations insights into population wellbeing and ROI. The company serves technology, finance, retail, and nonprofit employers in North America, Europe, and Asia.
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