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