Client Success Manager

Intellect; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Global company benefits

Generous leave policy

Christmas week off

Birthday leave

Quarterly mental health days

Flexible work arrangements

Work-life balance

Medical coverage

Performance bonus

Development budget

Mental health support

Socials and communities

Job summary

Intellect is seeking an Enterprise Client Success Manager to ensure successful delivery, adoption, and long-term impact of our mental health benefits platform across large enterprise accounts in the United States. This high-touch, consultative role translates our solution into measurable value for senior HR and business stakeholders, ensuring programs align with organisational priorities.

You will own the end-to-end client journey—from implementation and program design to engagement strategy,

Qualifications

• Bachelor’s degree in Business, Management or related field is required.
• Master’s degree is a plus but not required.
• 3+ years in client success/account management/management consulting.
• Experience with large enterprise accounts preferred.
• Strong communication and relationship-building skills.

Responsibilities

• Serve as the primary 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.

Skills

Client success

Stakeholder management

Strategic thinking

Communication

Project management

Consultative selling

Education

Bachelor's degree in Business, Management, or related field

Master’s degree would be a plus

Job description

The Role

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

• 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

• 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

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

Continuous Improvement & Innovation

• 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

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.
• Open to candidates from Malaysia (hybrid) and the Philippines (remote)

Benefits

Why You’ll Love Working With Us:

• 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