Senior Client Success Associate - UK at Modern Health

Job Description

Modern Health

Modern Health is a mental health benefits platform for employers. We are the first global mental health solution to offer employees access to one-on-one, group, and self-serve digital resources for their emotional, professional, social, financial, and physical well-being needs—all within a single platform. Whether someone wants to proactively manage stress or treat depression, Modern Health guides people to the right care at the right time. We empower companies to help all their employees be the best version of themselves, and believe in meeting people wherever they are in their mental health journey.

Modern Health is backed by investors like Kleiner Perkins, Founders Fund, John Doerr, Y Combinator, and Battery Ventures and raised more than $170 million in less than two years, making Modern Health the fastest entirely female-founded company in the U.S. to reach Unicorn status.

More about our culture and what you can expect when you join the team:

“It Takes a Village” culture. Modern Health has a unique and unabashed culture centered around high empathy and high accountability - with a drive to win. We are energized by bringing together the best talent in the industry to achieve audacious goals focused on making mental health a strength and priority for all.
We have an obsession to win. We are highly ambitious and passionate about the work that we do. We take pride in delivering excellence and our personal best and we continuously innovate to uniquely solve our customers’ needs.
We are accountable and can rely on each other. We are a team and hold ourselves and each other accountable. We believe in transparent communication and continuous feedback to foster a culture of trust, reliability, and growth.
We demonstrate empathy. We have a supportive and diverse culture where we bolster and uplift each other as we pursue our lofty goals. We encourage selflessness and a willingness to support others, fostering a collaborative and respectful environment.
We exhibit a bias towards action. This is a fast-paced environment. We jump into problems and initiate solutions. We empower our people to make decisions and experiment, iterate, and repeat until we get it right.

Modern Health is a fully remote workforce and a hyper-growth company that is often recognized for its excellence, winning awards such as World’s Most Innovative Companies of 2023 by Fast Company, Top 25 Companies of San Francisco 2023, and 2023 Well-Being Trailblazer Award. To protect our culture and help our team stay connected, we require overlapping hours for everyone. While many roles may function from anywhere in the world—see individual job listing for more—team members who live outside the Pacific time zone are expected to work at least six hours between 8 am and 5 pm Pacific time each workday.

We are looking for driven, creative, and passionate individuals to join in our mission. An inclusive and diverse culture are key components of mental well-being in the workplace, and that starts with how we build our own team. If you're excited about a role, we'd love to hear from you!

The Role

As a Senior Client Success Associate, you will own Modern Health’s employer relationships from launch through contract renewal across EMEA. You are responsible for partnering with Fortune 500 companies to drive product adoption and engagement, and over time client retention and growth. You partner closely with senior HR executives and business leaders, serving as product expert, strategic consultant, and mental health champion. Your partnership with Modern Health’s clients and internal product team allows us to continually improve the functionality and benefits of the platform.

This role reports to the Vice President of Client Success. Ideal candidates have prior experience managing large-scale client relationships and are comfortable analyzing data and using it to make strategic and consultative recommendations. We’re looking for someone who is excited to positively impact the lives of millions in a highly visible role.

This position is not eligible to be performed in Hawaii.

What You’ll Do

Manage a portfolio of Enterprise Accounts, serving as the face of Modern Health for our highest-priority customers
Build and manage relationships with a broad range of global stakeholders including Benefit Managers, HR Executives, and consultants
Partner and support sales initiatives by representing the Customer Success role, organization and how we support and partner with customers
Conduct regular global account meetings to refine and align customer strategies
Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions
Partner with clients to define and execute a custom program strategy for Modern Health that integrates within their broader benefit offerings
Champion and drive engagement with Modern Health’s mental wellness programs, converting clients into champions who serve as references and case studies
Serve as the primary contact for global product updates and upcoming developments, while acting as a local, accessible contact for escalations and urgent matters
Maintain an understanding of diverse cultural nuances that influence client interactions worldwide
Provide local implementation support in conjunction with the US-based implementation team
Help clients understand available training topics, delivering Benefit Overview sessions tailored to their needs
Support and lead global QBRs/ABRs, including day-to-day reporting requests for global customers
Strategically use data and insights to guide decision making, employing storytelling and actionable recommendations that support long-term success
Leverage tools such as Looker, Gainsight, and Salesforce to understand and diagnose client health, identifying opportunities and risks
Drive success in measurable engagement and revenue outcomes, including improved wellness impact, benefits utilization, retention and renewals, and product expansion
Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and ensure successful adoption of Modern Health

Who You Are

Experience & Background

5+ years managing client relationships or selling to HR leaders within B2B tech; experience in employer benefits and healthcare is a strong plus
Proven success strategically and autonomously managing a book of business (30+ customers across segments), including engaging with executive sponsors, senior leaders, and HR decision-makers

Language Skills

Fluency in English is required; additional languages are a plus

Customer Engagement & Success

Track record of achieving high retention, adoption, renewal, and expansion metrics, including closing large expansion opportunities
Skilled at developing and implementing account strategies to maximize customer value and drive revenue growth
Ability to build strong, trusted relationships and act as a strategic advisor to customers
Proactive in identifying risks, resolving issues, and ensuring timely resolutions
Adept at objection handling and independently negotiating with clients
Engaging presentation skills with experience leading high-visibility projects such as QBRs/ABRs

Skills & Mindset

Strong problem-solving and analytical skills with the ability to derive actionable insights from customer data (e.g., Salesforce, Gainsight, Looker)
Demonstrated ability to understand client business landscapes and align solutions to their goals
Enthusiastic about tackling new challenges and building scalable processes, with keen attention to detail
Flexible and agile in fast-paced, cross-functional environments, with a strong sense of urgency, initiative, and independence
Highly coachable, receptive to feedback, and capable of offering candid feedback to peers and leaders
Balances humility and confidence in challenging conversations while influencing cross-functional projects and advising leadership
Intellectually curious, quick to learn and share new tools, concepts, and best practices

Values & Mission Alignment

Deep passion for customer success with a proactive approach to solving challenges
Genuine commitment to establishing the company as a trusted advisor by delivering long-term solutions to complex problems
Aligned with the company’s mission through a passion for improving outcomes in healthcare, benefits, and mental wellness

Benefits

Fundamentals:

Medical / Dental / Vision / Disability / Life Insurance
High Deductible Health Plan with Health Savings Account (HSA) option
Flexible Spending Account (FSA)
Access to coaches and therapists through Modern Health's platform
Generous Time Off
Company-wide Collective Pause Days

Family Support:

Parental Leave Policy
Family Forming Benefit through Carrot
Family Assistance Benefit through UrbanSitter

Professional Development:

Professional Development Stipend

Financial Wellness:

401k
Financial Planning Benefit through Origin

But wait there’s more…!

Annual Wellness Stipend to use on items that promote your overall well being
New Hire Stipend to help cover work-from-home setup costs
ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more
Monthly Cell Phone Reimbursement

We use a third-party AI tool (Endorsed) to assist in the initial screening of applications. As part of the evaluation process, we provide Endorsed with job requirements and candidate-submitted applications. Final hiring decisions are made by our human recruitment team, and no automated system makes the ultimate decision regarding hiring. Certain features of the platform may qualify it as an Automated Employment Decision Tool (AEDT) under applicable regulations. We began using Endorsed on May 12, 2025. You can review the independent bias audit report covering our use of Endorsed here. By submitting your application, you acknowledge that your application may be processed by AI systems as part of the screening and selection process. If you have any questions or would like to request a separate review of your application, please contact recruiting@modernhealth.com with "Separate Review Request" in the email subject line.

Below, we are asking you to complete identity information for the Equal Employment Opportunity Commission (EEOC). While we are required by law to ask these questions in the format provided by the EEOC, at Modern Health we know that gender is not binary, and we recognize that these categories do not reflect our employees' full range of identities.

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