About the role
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
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