Client Success Associate

Job Description

Location: Kensington Office

Hybrid: 3 days in office

**6 month contract**

About Mind Gym

MindGym use the latest behavioural science to transform the performance of companies and the lives of people who work in them. But don’t take our word for it. Since we started MindGym, we’ve partnered with over half the FTSE 100 and S&P 100, equipping them with an all-important human advantage.

We’re growing rapidly and have successfully floated on the London Stock Exchange. This is just the start. We have a bold vision to redefine how companies and individuals flourish, and so disrupt the market for behavioural change.

MindGym was born around a kitchen table in 2000. Since those early chain-tea-drinking sessions, we’ve worked with most of the world’s top 500 companies. We’ve inspired and transformed the performance of over three million people. And we’ve published four books, including an international best-seller. We’ve left the kitchen table, but we’ve never lost our hunger.

The Role:

As a Client Success Associate, you are responsible for the smooth and efficient execution of programme delivery for our clients. You own the mechanics that make each programme run - scheduling, facilitator sourcing, booking management, programme logistics, attendance tracking, and feedback reporting.

You work at pace, with strong attention to detail, proactive problem-solving and clear communication. When you do this well, clients get an impactful experience first time around, which helps them achieve their goals, keeps them coming back for more and enables us to deliver revenue on time.

You will independently manage the delivery of programmatic and complex programmes, partnering with Project Managers and Senior Project Managers to ensure smooth running of accounts.

What you’ll be doing:

• Design programme schedules based on client requirements and coordinate logistics to ensure seamless programme execution that meets client expectations for quality and impact.
• Source facilitators for sessions and manage the end-to-end booking process, ensuring the right facilitator is matched to each session and all delivery logistics are confirmed ahead of time.
• Manage programme logistics end-to-end, anticipating issues and resolving them proactively so delivery runs smoothly.
• Facilitate client scheduling calls to demonstrate progress and align on any open deployment actions or risks.
• Track attendance across sessions and produce accurate reporting for clients and internal stakeholders.
• Gather participant feedback and facilitator insights, and partner with Project Manager to create reporting that demonstrates programme impact and value.
• Continuously improve programme delivery by using feedback to refine programme briefs and execution, sustaining client satisfaction over time.
• Keep internal and external stakeholders informed on programme status, potential risks and revenue updates; anticipate needs and promptly address any issues that arise.
• Ensure revenue is delivered in full and on time. Actively track against revenue milestones and proactively flag any revenue at risk to internal stakeholders
• Assist Project Managers with tasks such as financial tracking, QBR preparation, and identifying improvement areas to adjust ways of working based on client preferences, programme context and goals.

About you:

• Excellent organisational skills: Ability to manage multiple tasks, schedules and client requirements efficiently.
• Strong attention to detail: Ensuring that logistics, client communications and training sessions run smoothly with no oversights.
• Effective time management: Ability to prioritise tasks and meet tight deadlines in a fast-paced environment.
• Clear communication skills: Able to confidently liaise with clients, facilitators and internal teams, providing clear updates and managing expectations.
• Proactive problem-solving: Anticipates issues before they arise and takes ownership of resolving them.
• Adaptability: Comfortable handling last-minute changes or unforeseen challenges, adjusting plans while maintaining high standards.
• Client-focused mindset: Dedicated to understanding client needs and delivering a positive, professional experience at all stages of the process.
• Commercial awareness: Understands the link between programme delivery and revenue realisation.
• Calm under pressure: Maintains composure and problem-solving capability in high-pressure situations.

Qualifications:

• 1–2 years of relevant work experience in a client-facing or administrative role, ideally within a fast-paced, service-oriented environment.
• Proficiency in Microsoft Office Suite (especially Excel, Word and PowerPoint) and comfort with using project management tools or CRM systems (eg, Salesforce, Netsuite, Hive, Administrate).

MindGym is committed to diversity, equity and inclusion. We offer equal employment opportunities to all applicants regardless of age, gender, ethnicity, disability, sexual orientation, religious beliefs, marital or parental status.

We support flexible working arrangements for all roles unless operational requirements require otherwise. We are committed to providing a working environment where everyone’s individuality and unique contributions are recognised, valued, and respected.