Client Success Manager (SMB / Mid-Market)

As a Client Success Manage you will play a key role in delivering our mental health benefits platform to small and mid-sized clients. You will be responsible for building strong client relationships, driving adoption, and ensuring programs are successfully implemented and supported. In addition, you will collaborate with our Enterprise CSMs by providing client success operations support for larger, complex accounts. This is a great opportunity for someone early in their client success career to gain direct account management experience while learning from senior team members.

What You'll Do

• Manage SMB & Mid-Market Accounts
• Act as the primary point of contact for your assigned clients, building long-term relationships and ensuring satisfaction.
• Coordinate onboarding, delivery, and ongoing support for mental health programs.
  Conduct regular check-ins and provide timely updates to clients.
• Identify opportunities to improve utilisation and adoption of our platform.
• Coordinate Delivery & Internal Collaboration
• Work closely with internal teams (clinical, product, sales, marketing) to resolve client issues and support program success.
• Ensure projects are delivered on time and to a high standard.
• Share feedback from clients to help inform product and service improvements.
• Support Enterprise Accounts (CS Ops)
• Assist Enterprise CSMs with operational tasks such as:
• PollEV setup for webinars.
• Inputting client details into collateral and systems.
• Preparing client-facing documents and materials.
• Supporting live webinars or events.
• Track & Report Success
• Monitor account health and engagement metrics.
• Contribute to insights and reporting that demonstrate ROI to clients.