ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Client Success Manager ensuring successful delivery and adoption of mental health benefits platform across large enterprise accounts. Building relationships and driving satisfaction for strategic clients.
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
- 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
- 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
- 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)
- 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
- 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
Requirements
- Bachelor's degree in Business, Management, or related field required. Master's degree would be a plus but not a requirement
- Atleast 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.
Benefits
- 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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