Client Success Manager

The Role

The Enterprise Client Success Manager (CSM) exists to ensure the successful delivery, adoption, and long-term impact of our mental health benefits platform across key strategic and large enterprise accounts.

This is a high-touch, consultative role focused on translating our solution into measurable value for clients. The Enterprise CSM owns the end-to-end client journey, from implementation and program design to engagement strategy, reporting, renewals, and expansion. They act as a trusted advisor to senior HR and business stakeholders, ensuring the programme aligns with organisational priorities and drives meaningful outcomes for employees.

What You'll Do

Main Responsibilities

• Serve as the primary point of contact for a portfolio of key strategic and large enterprise accounts

• Own end-to-end delivery of the mental health benefits platform across assigned clients

• Develop and execute customised mental health programme strategies aligned to each client’s workforce needs

• Build strong, long-term relationships with senior HR and business stakeholders

• Drive client satisfaction, retention, and expansion opportunities

• Coordinate cross-functional collaboration across Sales, Product, Engineering, Clinical, Marketing, and Delivery teams

• Analyse engagement, utilisation, and outcome data to demonstrate value and inform strategy

• Identify product enhancement opportunities based on client feedback and insights

Day-to-Day Activities

Client Relationship Management

• Conduct regular client check-ins (weekly, monthly, quarterly)

• Prepare and present QBRs and impact reports

• Respond to client queries, escalations, and operational requests

• Align on programme priorities, campaign calendars, and engagement initiatives

• Manage renewals conversations and identify upsell/cross-sell opportunities

Programme Delivery & Project Management

• Oversee implementation timelines and onboarding processes

• Coordinate webinars, roadshows, campaigns, and engagement initiatives

• Ensure platform configurations, credits, and reporting are accurate

• Track project milestones and manage internal follow-ups

• Ensure service quality standards are maintained across clinical and operational delivery

Strategic Advisory & Consulting

• Develop tailored engagement strategies based on workforce demographics and needs

• Advise clients on mental health trends, utilisation benchmarks, and best practices

• Provide recommendations to improve adoption, communication, and ROI perception

• Align programme strategy with client organisational goals (e.g., wellbeing, retention, productivity)

Data Analysis & Insights

• Monitor utilisation rates, credit consumption, engagement metrics, and CSAT/NPS

• Analyse trends and identify risks or growth opportunities

• Develop insights and narratives to demonstrate programme impact

• Use data to inform renewal and expansion discussions

Cross-Functional Collaboration

• Translate client feedback into clear product and operational requirements

• Work with Product and Engineering on feature enhancements or fixes

• Partner with Marketing on engagement campaigns and communication materials

• Coordinate with Clinical and Delivery Ops for service quality and provider matters

• Support Sales in enterprise pitches, renewals, and expansion proposals

Continuous Improvement & Innovation

• Identify recurring pain points and process inefficiencies

• Contribute to internal playbooks, best practices, and reporting frameworks

• Proactively suggest platform improvements to enhance scalability and client value

Requirements

Who You Are

• Bachelor's degree in Business, Management, or related field required. Master's degree would be a plus but not a requirement

• At least 3 years of experience in client success/account management/management consulting, preferably in a related industry such as healthcare, HR, change management, or benefits

• Proven track record of successful project delivery and account management, with experience managing large, complex projects and building long-term relationships with clients.

• Strong strategic thinking skills, with the ability to develop and execute on a strategic vision for clients.

• Excellent communication and interpersonal skills, with the ability to build trust and rapport with clients and internal stakeholders.

• Ability to work independently and as part of a team, with a strong sense of accountability and ownership.

• Familiarity with mental health benefits and/or related industries is a plus.