The Client Success Senior Associate plays a hands-on role in supporting client onboarding, engagement, and ongoing success. This role blends client-facing delivery (events, webinars, campaigns) with operational execution (event (ie. roadshow/webinar) management and coordination) to ensure clients are well-supported and derive value from our mental health solutions.
You will work closely with Client Success Managers and cross-functional teams to deliver smooth implementations, engaging client touchpoints, and data-informed insights that improve client outcomes.
Client Engagement, Events & Campaigns
- Develop and execute client engagement initiatives including launch events, roadshows, webinars, workshops, and re-engagement campaigns
- Support or own the creation of campaign plans, materials, and timelines across pre-launch, launch, and post-launch phases for clients
- Manage event logistics end-to-end (virtual and in-person), including coordination of with internal teams, materials, schedules, and on-the-day execution
- Take a hands-on approach by attending and supporting live events, webinars, and roadshows where required
- Act as a point of contact during events to address client queries and ensure a professional, seamless experience
Implementation & Client Support
- Support the implementation and onboarding of clients to ensure a smooth and timely rollout
- Provide guidance and training to clients during implementation, in partnership with Client Success Managers
- Act as a liaison between clients and internal teams to ensure alignment and clarity throughout implementation and engagement touchpoints
- Support Client Success Managers during key client contact points, especially during launches and re-engagement phases
Client Success Operations, Metrics & Insights
- Develop an understanding of Client Success metrics, including engagement, utilisation, and adoption indicators
- Support day-to-day CS operations, including reporting, data analysis, and project coordination
- Monitor the success of events, campaigns, and implementation efforts by collecting feedback and performance data
Analyse data and feedback to provide actionable recommendations for improving future engagement strategies.
Process Improvement & Cross-Functional Collaboration
- Collaborate with cross-functional teams (commercial, marketing, product, tech, operations, clinical) to support execution and continuous improvement
- Contribute ideas to improve CS workflows, engagement processes, and client experience
- Support ad-hoc projects as needed as the team and organisation continue to scale
What Success Looks Like In This Role
- Clients feel supported, confident, and engaged throughout implementation and key touchpoints
- Engagement activities (events, webinars, campaigns) are well-run, on time, and aligned to client goals
- Internal teams experience smooth coordination and clear communication
- Clients consistently leave interactions feeling supported and delighted
Requirements
- 1-2 years of experience in an operational, project coordination, or client servicing support role; experience in a startup or healthcare environment is a bonus
- Highly organised with strong attention to detail and time management
- Proficient in using spreadsheets (Google Sheets, Excel); bonus if experienced in automation tools or internal CRM/dashboards
- A team player who thrives in fast-paced, collaborative environments
- Strong communicator who is proactive, solution-oriented, and responsive
- Comfortable working with ambiguity and keen to learn across cross-functional domains
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
