Client Success Manager

4 days ago

Sydney, New South Wales, Australia Intellect Full time $70,000 - $120,000 per year

As a Client Success Manager (SMB / Mid-Market), you will play a key role in delivering our mental health benefits platform to small and mid-sized clients. You will be responsible for building strong client relationships, driving adoption, and ensuring programs are successfully implemented and supported. In addition, you will collaborate with our Enterprise CSMs by providing client success operations support for larger, complex accounts. This is a great opportunity for someone early in their client success career to gain direct account management experience while learning from senior team members.

What You'll Do

  • Manage SMB & Mid-Market Accounts

  • Act as the primary point of contact for your assigned clients, building long-term relationships and ensuring satisfaction

  • Coordinate onboarding, delivery, and ongoing support for mental health programs. Conduct regular check-ins and provide timely updates to clients

  • Identify opportunities to improve utilisation and adoption of our platform

  • Coordinate Delivery & Internal Collaboration

  • Work closely with internal teams (clinical, product, sales, marketing) to resolve client issues and support program success

  • Ensure projects are delivered on time and to a high standard

  • Share feedback from clients to help inform product and service improvements

  • Support Enterprise Accounts (CS Ops)

  • Assist Enterprise CSMs with operational tasks such as:

  • PollEV setup for webinars

  • Inputting client details into collateral and systems
  • Preparing client-facing documents and materials

  • Supporting live webinars or events

  • Track & Report Success

  • Monitor account health and engagement metrics

  • Contribute to insights and reporting that demonstrate ROI to clients

Requirements

  • Based in Sydney (or nearby areas)
  • 1-3 years of experience in client success, account management, project coordination, or another customer-facing role
  • Bachelor's degree in Business, HR, Psychology, or related field (Master's degree is a plus but not required)
  • Strong organisational and time-management skills, with the ability to handle multiple accounts
  • Excellent communication and interpersonal skills, with the ability to build rapport with clients and colleagues
  • Disciplined, hungry and eager to learn
  • Proactive, detail-oriented, and eager to learn in a fast-paced environment. Familiarity with healthcare, HR, wellbeing, or benefits is a bonus
  • Keen to join high performance team with huge growth potential
  • Passionate about health and wellbeing and making a real impact on 1000s of lives everyday

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

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