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