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
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Serve as the primary point of contact for a portfolio of key strategic and large enterprise accounts
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Own end-to-end delivery of the mental health benefits platform across assigned clients
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Develop and execute customised mental health programme strategies aligned to each client’s workforce needs
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Build strong, long-term relationships with senior HR and business stakeholders
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Drive client satisfaction, retention, and expansion opportunities
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Coordinate cross-functional collaboration across Sales, Product, Engineering, Clinical, Marketing, and Delivery teams
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Analyse engagement, utilisation, and outcome data to demonstrate value and inform strategy
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Identify product enhancement opportunities based on client feedback and insights
Monitor utilisation rates, credit consumption, engagement metrics, and CSAT/NPS
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Analyse trends and identify risks or growth opportunities
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Develop insights and narratives to demonstrate programme impact
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Use data to inform renewal and expansion discussions
Cross-Functional Collaboration
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Translate client feedback into clear product and operational requirements
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Work with Product and Engineering on feature enhancements or fixes
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Partner with Marketing on engagement campaigns and communication materials
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Coordinate with Clinical and Delivery Ops for service quality and provider matters
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Support Sales in enterprise pitches, renewals, and expansion proposals
Continuous Improvement & Innovation
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Identify recurring pain points and process inefficiencies
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Contribute to internal playbooks, best practices, and reporting frameworks
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Proactively suggest platform improvements to enhance scalability and client value
Requirements
Who You Are
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Bachelor’s degree in Business, Management, or related field required. Master’s degree would be a plus but not a requirement
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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
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Proven track record of successful project delivery and account management, with experience managing large, complex projects and building long-term relationships with clients.
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Strong strategic thinking skills, with the ability to develop and execute on a strategic vision for clients.
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Excellent communication and interpersonal skills, with the ability to build trust and rapport with clients and internal stakeholders.
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Ability to work independently and as part of a team, with a strong sense of accountability and ownership.
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Familiarity with mental health benefits and/or related industries is a plus.
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Open to candidates from Malaysia (hybrid) and the Philippines (remote)
Benefits
Why You’ll Love Working With Us:
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Global company – work in a diverse environment with people from nearly 20 countries
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Generous leave policy – time off to rest and recharge
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Christmas week off – company-wide break during Christmas, separate from annual leave
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Birthday leave – enjoy a day off on your birthday
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Quarterly mental health days – one day off every quarter to focus on your wellbeing
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Flexible work arrangements – work in a way that suits your lifestyle and goals
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Work-life balance – a culture that values personal time and long-term wellness
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Medical coverage – comprehensive insurance for peace of mind
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Performance bonus – high performance is recognised and rewarded
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Development budget - annual allowance to support your professional development
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Mental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
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Socials and communities – regular non-work events/activities to connect and have fun together