Enterprise Client Success Manager - Mental Health Benefits Platform

About the role

The Enterprise Client Success Manager (CSM) ensures the successful delivery, adoption and long-term impact of a mental health benefits platform across key strategic and large enterprise accounts. This is a high-touch, consultative role that owns the end-to-end client journey, from implementation and program design through engagement strategy, reporting, renewals and expansion. It acts as a trusted advisor to senior HR and business stakeholders.

Key responsibilities

• Serve as the primary contact for a portfolio of strategic and large enterprise accounts
• Own end-to-end delivery of the mental health benefits platform and build customised programme strategies
• Build long-term relationships with senior HR and business stakeholders and drive satisfaction, retention and expansion
• Hold weekly, monthly and quarterly check-ins, prepare QBRs and impact reports, and manage renewals and upsell opportunities
• Oversee implementation timelines, onboarding, webinars, roadshows and campaigns, and keep platform configurations, credits and reporting accurate
• Analyse utilisation, engagement and outcome data to demonstrate value and inform strategy
• Turn client feedback into product and operational requirements and work with Product, Engineering, Marketing, Clinical and Delivery teams
• Support enterprise pitches, renewals and expansion proposals

Required profile

• Bachelor's degree in Business, Management or a related field; Master's degree a plus
• At least 3 years of experience in client success, account management or management consulting, preferably in healthcare, HR, change management or benefits
• Proven track record delivering large, complex projects and building long-term client relationships
• Familiarity with mental health benefits is a plus; open to candidates from Malaysia (hybrid) and the Philippines (remote)

What we offer

• Global company with generous leave, including Christmas week off, birthday leave and quarterly mental health days
• Flexible work arrangements and a culture that values work-life balance
• Medical coverage, performance bonus, development budget and mental health support
• Regular social events and communities