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Intellect is seeking an Enterprise Client Success Manager to drive successful delivery, adoption, and long-term impact of its mental health benefits platform across key strategic and large enterprise accounts. This is a high-touch, consultative role focused on translating the solution into measurable value for clients.
You will own the end-to-end client journey, from implementation and program design to engagement strategy, reporting, renewals, and expansion. You'll act as a trusted advisor to senior HR and business stakeholders, ensuring mental health programmes align with organisational priorities and drive meaningful outcomes for employees.
Key responsibilities include:
- Serving as the primary point of contact for a portfolio of strategic and large enterprise accounts
- Developing and executing customised mental health programme strategies aligned to each client's workforce needs
- Building strong, long-term relationships with senior HR and business stakeholders
- Driving client satisfaction, retention, and expansion opportunities
- Coordinating cross-functional collaboration across Sales, Product, Engineering, Clinical, Marketing, and Delivery teams
- Conducting regular client check-ins (weekly, monthly, quarterly) and preparing QBRs and impact reports
- Overseeing implementation timelines, onboarding processes, webinars, roadshows, and engagement initiatives
- Monitoring utilisation rates, engagement metrics, CSAT/NPS, and analysing trends to identify risks or growth opportunities
- Developing tailored engagement strategies based on workforce demographics and needs
- Advising clients on mental health trends, utilisation benchmarks, and best practices
- Translating client feedback into product and operational requirements
- Identifying recurring pain points and contributing to internal playbooks and best practices
The role requires strong project management, strategic thinking, data analysis, and the ability to manage complex client relationships while working cross-functionally across the organisation.
Requirements:
- Bachelor's degree in Business, Management, or related field (Master's degree a plus)
- At least 3 years of experience in client success, account management, or management consulting, preferably in healthcare, HR, change management, or benefits
- Proven track record of successful project delivery and account management with experience managing large, complex projects
- Strong strategic thinking skills with ability to develop and execute strategic vision for clients
- Excellent communication and interpersonal skills; ability to build trust and rapport with clients and internal stakeholders
- Ability to work independently and as part of a team with strong 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)
