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Client Success Manager

As a Client Success Manager, you will be an integral part of our Client Success team and responsible for the delivery of our mental health benefits platform to our key strategic and large client accounts. This is a high-touch role that requires complex project coordination and delivery, with a focus on delivering exceptional value to our clients. You will work with a small number of key accounts and be responsible for managing their mental health benefits program, building long-term relationships with clients, and helping to grow and expand our business. This role will be a blend of strategic consulting, project management, and account management, requiring a high degree of collaboration with internal stakeholders and external clients.

  • Act as the primary point of contact for a small number of key strategic and large client accounts, building long-term relationships and ensuring their satisfaction with our mental health benefits platform.
  • Own the delivery of our mental health benefits platform to clients, working closely with internal stakeholders to ensure projects are delivered on time, on budget, and to the highest quality standards.
  • Collaborate with cross-functional teams, including sales, product, engineering, clinical, and design, to ensure the successful delivery of customised solutions that meet clients' specific needs
  • Develop and execute a mental health benefits program that meets the unique needs of each client, drawing on your experience in management consulting to provide strategic advice and guidance.
  • Manage the day-to-day relationship with clients, providing regular updates, conducting check-ins, and resolving issues as they arise.
  • Develop a deep understanding of each client's business and use this knowledge to help drive adoption and usage of our mental health benefits platform.
  • Collaborate with our internal product, engineering, and marketing teams to identify areas for improvement in our mental health benefits platform and drive innovation.
  • Analyze data and metrics to measure the success of our mental health benefits program, identify areas for improvement, and develop insights that inform our product roadmap.
  • 1-3 years of experience in a client success or similar customer-facing role
  • Bachelor's degree in Business, Management, or related field required. Master's degree would be a plus but not a requirement
  • 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.
  • Work in a diverse environment with people from over 10 countries
  • A generous leave policy
  • Work flexibility
  • Medical coverage
  • Performance Bonus
  • Christmas Leave (The team takes the whole Christmas week off separate from our leave policy)
  • Birthday Leave (1 day)
  • Holidays off
  • Quarterly mental health day off
  • Mental health benefits (Premium access to our app!)
  • Work-life balance and employee wellness
  • Regular social events where we have non work-related fun
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Average salary estimate

$70000 / YEARLY (est.)
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$60000K
$80000K

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What You Should Know About Client Success Manager, Intellect

As a Client Success Manager at our innovative tech company, you will be integral to ensuring that our mental health benefits platform is delivered with excellence to our strategic and large client accounts. This role is all about making connections and coordinating complex projects while providing unmatched value to our clients. You'll have the chance to manage relationships with key accounts, understanding their unique needs and helping to expand our business through exceptional service. Your days will be filled with strategic consulting, project management, and account oversight, putting your collaborative skills to the test as you work closely with our internal teams and the clients themselves. With a primary focus on delivering the best mental health benefits program, you'll be reporting directly to clients, managing project timelines, and employing your problem-solving abilities to ensure everything runs smoothly. If you're excited about the intersection of client success and mental wellness, and you have 1 to 3 years of experience in a client-facing role, we would love to hear from you. We pride ourselves on fostering a positive work culture, offering generous leave policies, and providing a range of benefits that emphasize work-life balance and employee wellness. Join us in making a real difference in the lives of our clients and their employees!

Frequently Asked Questions (FAQs) for Client Success Manager Role at Intellect
What are the key responsibilities of a Client Success Manager at this company?

As a Client Success Manager, your key responsibilities include managing relationships with a select group of key clients, overseeing the delivery of our mental health benefits platform, and ensuring client satisfaction. You'll also collaborate with cross-functional teams to tailor solutions for clients, analyze data to measure the success of programs, and provide strategic advice for program execution. Your focus on building long-term relationships will be essential to drive client success.

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What qualifications are required for the Client Success Manager position?

For the Client Success Manager role, we require 1-3 years of experience in a client-facing position, such as account management or management consulting. A bachelor's degree in Business, Management, or a related field is mandatory, with a master’s being advantageous but not essential. Familiarity with mental health benefits or the healthcare industry is a plus, as well as proven experience in project delivery and relationship management.

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How does the Client Success Manager contribute to the company's growth?

The Client Success Manager plays a pivotal role in driving the company's growth by managing strategic client accounts and ensuring that clients derive exceptional value from our services. By fostering strong relationships and guiding clients in adopting our mental health benefits platform, you contribute to client retention and expansion opportunities, thereby directly influencing revenue growth.

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What is the work culture like for a Client Success Manager at this company?

The work culture for a Client Success Manager is collaborative and supportive, with a strong emphasis on employee wellness and work-life balance. You will work within a diverse team that includes members from various countries and disciplines. Our generous leave policies, mental health benefits, and regular social events contribute to a positive environment that values both productivity and personal well-being.

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What types of projects will a Client Success Manager oversee?

A Client Success Manager will oversee complex projects associated with delivering our mental health benefits platform, which may include onboarding new clients, customizing service offerings, and conducting ongoing program evaluations. Coordinating efforts between various teams such as product, engineering, and sales will be essential to meet each client’s specific needs and ensure project success.

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Common Interview Questions for Client Success Manager
Can you describe your experience in managing client relationships as a Client Success Manager?

When answering this question, highlight specific instances where you successfully managed client accounts, detailing the strategies you used to build trust and rapport. Discuss how you tailored services to meet client needs and the impact of your efforts on client retention and satisfaction.

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How do you ensure the delivery of projects on time and on budget?

Emphasize the importance of thorough planning and communication in your response. Share examples of project management tools and techniques you utilize to track timelines and budgets, and explain how you proactively address potential issues to keep the project on track.

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What methods do you use to assess client satisfaction and program success?

Discuss your approach to gathering client feedback through surveys, check-ins, and data analysis. Highlight the importance of these methods in gauging satisfaction and how you use this information to inform improvements to programs and client offerings.

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Describe a challenging situation with a client and how you resolved it.

Provide a specific example and analyze the situation critically. Explain the steps you took to address the client’s concerns, how you communicated with them throughout the process, and what the outcome was. Highlight your focus on maintaining the relationship.

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How do you stay updated with industry trends relevant to mental health benefits?

Outline your strategies for staying informed about industry trends, such as reading industry publications, attending workshops, or networking with other professionals. This shows your commitment to continuous learning and your dedication to serving your clients better.

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How would you handle competing priorities from different clients?

In your response, emphasize organizational skills and effective prioritization. Discuss specific strategies you employ to balance demands and ensure each client feels valued, such as regular communication about their status and being transparent about timelines.

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What tools or software are you familiar with that aid in client success?

Mention specific client relationship management (CRM) tools, project management software, or data analysis platforms you have experience with. Explain how you've used these tools to enhance communication and streamline processes for managing client accounts.

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What do you believe is the most important quality for a Client Success Manager?

Respond by emphasizing qualities such as empathy, communication, and problem-solving skills. Explain why these traits are critical for understanding client needs and delivering exceptional service, supporting your answer with examples from your experience.

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Can you discuss a successful mental health program you developed or managed?

Share details about a specific program, emphasizing the goals, execution, and results. Highlight your role in the process and how you involved stakeholders to ensure the program met client expectations and addressed unique needs.

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How do you foster collaboration among cross-functional teams?

Describe strategies you use to encourage collaboration, such as regular meetings, clear communication channels, and shared goals. Provide examples that illustrate how fostering a cooperative environment led to successful outcomes for your clients.

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Our vision is to empower any person in any company to continually improve, automate and grow their business. We are a technology company on a mission to offer a user-friendly, no-code development platform with industry solutions that provide busi...

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DATE POSTED
April 15, 2025

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