Head of Client Success (UK or US based)

Benivo transforms Global Mobility with a new blueprint — high-touch Relocation Services and cutting-edge Mobility Tech in one integrated solution. This approach empowers Mobility teams to shift from reactive administration to truly strategic leadership. Through data automation, GenAI, streamlined workflows, real-time insights, and a relentless focus on people, we create a relocation experience that delivers measurable impact and wows employees every step of the way. Benivo is backed by leading private equity investors and has 100+ employees globally. Clients include Microsoft, Capgemini, Cox, CGI, Bayer, and many more. Learn more at.

The Head of Client Success is responsible for leading and scaling Benivo’s Client Success function to ensure high client satisfaction, strong account health, and recurring commercial success. This role owns the post-sales relationship strategy, ensuring that every client maximises value from Benivo’s solutions while achieving retention, expansion, and advocacy goals. This role also ensures operational excellence across client Global Mobility programs, acting as a strategic advisor on mobility delivery, policy execution, and program scalability.

This position will coach and develop a high-performing team of CSMs, define and track client health and renewal strategies, and collaborate cross-functionally to deliver exceptional service. The role is both strategic and hands-on, balancing operational excellence with commercial outcomes.

Client Retention & Growth Strategy

• Drive strategies to achieve 100% renewal rate across all live clients
• Identify and influence upsell and expansion opportunities
• Monitor account health and intervene early to mitigate churn risks
• Design and own scalable frameworks for renewal and expansion strategy planning
• Lead executive relationships and ensure alignment with client sponsors and decision-makers

Team Leadership & Coaching

• Hire, onboard, mentor, and retain top CSM talent
• Set KPIs, individual development plans, and performance expectations
• Run regular team reviews and coaching sessions
• Create a culture of accountability, proactivity, and customer-first thinking

Governance & Operational Excellence

• Define and refine Client Success processes to ensure a consistent client experience
• Drive operational rhythm, including QBRs, red account reviews, and forecasting
• Maintain high-quality client documentation and CRM accuracy
• Introduce and manage scalable playbooks, client health dashboards, and tooling improvements
  

Global Mobility Program Ownership

• Own the operational success of Global Mobility programs for clients using Benivo’s relocation services
• Act as the senior point of contact on policy implementation, service escalations, and vendor coordination

Monitor policy compliance, exception trends, and SLA adherence across all accounts

• Align Benivo delivery teams with client-side stakeholders (e.g. Global Mobility, HR, Finance) to support seamless moves
• Provide guidance and insights on industry benchmarks, policy design, and process improvement
• Partner with the Client Advisory team to ensure clients derive strategic value from their Global Mobility programs
• Cross-Functional Collaboration (15%)
• Partner with Product, Client Transformation, Client Insights, Client Advisory, and Sales to ensure client needs are met
• Serve as the voice of the client internally, helping prioritise product features, issue resolution, and improvements
• Champion continuous feedback loops between clients and internal stakeholders

Client Advocacy & Market Intelligence

• Cultivate client advocacy and secure references, testimonials, and referrals
• Identify common client needs, trends, and opportunities for new offerings
• Represent Benivo in strategic conversations with clients and in industry forums
  

• Strong experience in Global Mobility Account Management, or related leadership roles
• Deep understanding of Global Mobility programs, policies, and stakeholder roles
  Proven ability to manage complex mobility operations or relocation programs
  Familiarity with vendor ecosystems, exception management, and mobility analytics
• Strong track record of managing renewals, upsells, and strategic accounts
• Experience coaching and growing a high-performing CSM team
• Deep customer relationship management skills at executive levels
• Experience using CRM, CS platforms (e.g., Gainsight), and analytics tools
• Skilled in client strategy planning, stakeholder management, and commercial forecasting
• Comfortable navigating ambiguity and scaling process in a growing company

• Share options in the employee’s options plan
• Hybrid working with one day a week in London (Euston Square/King's Cross)
• Life Insurance & Permanent Health Insurance
• Flexible  start-end times 
• Company sponsored learning & development - every Friday afternoon is dedicated to your learning and development.
• A yearly generous wellbeing cash-allowance
• PayLater cash advance - financial assistance for large personal expenses (e.g moving house, furniture, etc)
• Enhanced employer pension contributions
• Enhanced Sick Pay and Family Leave