Customer Success Manager overseeing colocation, cloud, and managed services to enhance customer value and retention. Collaborating with sales and support teams to ensure customer success in their journey with Flexential.
About the role
- Client Success Manager ensuring successful delivery and adoption of mental health benefits platform across large enterprise accounts. Building relationships and driving satisfaction for strategic clients.
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
- 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
- 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
- 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)
- 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
- 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
- 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
- Bachelor's degree in Business, Management, or related field required. Master's degree would be a plus but not a requirement
- Atleast 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.
Benefits
- 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
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