Client Success Manager

Description 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. • Open to candidates from Malaysia (hybrid) and the Philippines (remote) Benefits Why You’ll Love Working With Us: • Global company – work in a diverse environment with people from nearly 20 countries • Generous leave policy – time off to rest and recharge • Christmas week off – company-wide break during Christmas, separate from annual leave • Birthday leave – enjoy a day off on your birthday • Quarterly mental health days – one day off every quarter to focus on your wellbeing • Flexible work arrangements – work in a way that suits your lifestyle and goals • Work-life balance – a culture that values personal time and long-term wellness • Medical coverage – comprehensive insurance for peace of mind • Performance bonus – high performance is recognised and rewarded • Development budget - annual allowance to support your professional development • Mental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care • Socials and communities – regular non-work events/activities to connect and have fun together