Customer Success Representative at Headspace

About the product:

Headspace Health is the world’s most accessible and comprehensive digital mental health and wellbeing platform. Headspace Health will democratize mental health and wellbeing so people around the world are supported by a full spectrum of affordable care. In addition to its vast library of mindfulness and meditation content, our behavioral health system offers emotional support, guidance, therapy, and medication from professional coaches, licensed therapists, and psychiatrists, respectively.

Our mission is to create a world where mental health is never an obstacle. By harnessing the power and convenience of a smartphone, Headspace Health is able to provide access to high-quality care to anyone, anywhere, in order to reduce symptoms of stress, anxiety, and depression.

Headspace’s Client Success Group (CSG) engages our Headspace clients to drive adoption, engagement, and demonstrate ongoing value. This critical function is responsible for onboarding new clients by engaging teams from launch, driving ongoing adoption and engagement strategies. The CSG works with the rest of the Headspace organization to uncover new ways to make Headspace a part of everyday life and to improve our product.

How your skills and passion will come to life at Headspace:

• Understand and deliver Headspace’s SMB service model to clients who buy Headspace Core.
• Enable successful roll-out of Headspace Core to clients’ employees, building out project timelines and managing the delivery and launch of the programs.
• Represent the voice of the client to inform our service model, sales process and product roadmap.
• Manage the relationship with Headspace clients; including responding to inquiries from clients about Headspace Core service, troubleshooting issues for clients, etc.
• Work closely with other internal departments in support of clients.
• Work with third-parties on behalf of clients, including consultants, eligibility vendors, etc.
• Maintain client-related documentation in all appropriate internal systems, including Salesforce.com.
• Identify areas of operational inefficiency and help improve and evolve the SMB service model.
• Successfully execute client renewals.

What you’ve accomplished:

• 2-4 years in Customer Success, Project Management, Relationship Management, Account Management, Program Administrator, or similar role.
• Exceptional communication skills, highly organized, collaborative and detail oriented.
• 100% fluent in English.
• Empathetic, positive attitude with a desire to help our clients, colleagues and cross-functional partners reach their goals.
• Results-driven mentality, with a bias for speed and action.
• Strong analytical skills, with the ability to translate data into insights.
• Strong PowerPoint/Keynote skills and the ability to learn and leverage various technology systems to perform duties.
• Comfort in a startup environment – we move quickly and wear many hats in a dynamic environment.
• Confident, self-starter (willing to ‘jump in’ to the role and its duties), and independent (willing to roll sleeves up to figure things out, and dig to find what is needed) with a team-first mentality.
• This is a remote role.

Perks:

• Health/Sport budget
• Remote work
• Flexible PTO
• Global offices
• Fun, positive, collaborative environment!

Headspace is committed to bringing together humans from different backgrounds and perspectives, providing employees with a safe and welcoming work environment free of discrimination and harassment. We strive to create a diverse & inclusive environment where everyone can thrive, feel a sense of belonging, and do impactful work together.