Client Success Manager

Intellect; Philippines; On-site; PHP 2,009,000 - 3,348,000; Full time

Job summary

Intellect seeks an Enterprise Client Success Manager to ensure successful delivery, adoption and impact of our mental health benefits platform for strategic and large enterprise accounts in the Philippines. You will own the end-to-end client journey from implementation to renewals and expansion, acting as a trusted advisor to senior HR and business stakeholders.

You will lead end-to-end delivery, develop tailored engagement strategies, and build long-term relationships to drive satisfaction,

Qualifications

• Bachelor’s degree in Business or related field; Master’s degree would be a plus
• 3+ years in client success/account management/management consulting
• Experience with enterprise accounts and major projects
• Strong communication and relationship-building skills
• Familiarity with mental health benefits and/or related industries is a plus

Responsibilities

• Serve as primary contact for a portfolio of strategic enterprise accounts
• Own end-to-end delivery of the mental health benefits platform across clients
• Develop and execute customised engagement strategies for each client
• Build 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
• Identify product enhancements based on client feedback and insights

Skills

Client success

Project management

Strategic thinking

Data analysis

Stakeholder management

Cross-functional collaboration

Communication

Education

Bachelor’s degree in Business or related

Job description

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

• 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

• 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
• 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

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.