Client Success Manager

The Role

As a Client Success Manager, you will own Modern Health’s employer relationships from launch through contract renewal across APAC. You are responsible for partnering with Fortune 500 companies to drive product adoption and engagement, and over time client retention and growth. You partner closely with senior HR executives and business leaders, serving as product expert, strategic consultant, and mental health champion. Your partnership with Modern Health’s clients and internal product team allows us to continually improve the functionality and benefits of the platform.  

This role reports to the Vice President of Client Success. Ideal candidates have prior experience managing large-scale client relationships and are comfortable analyzing data and using it to make strategic and consultative recommendations. We’re looking for someone who is excited to positively impact the lives of millions in a highly visible role.

This position is not eligible to be performed in Hawaii.

What You’ll Do

• Manage a portfolio of Enterprise Accounts, serving as the face of Modern Health for our highest-priority customers

• Build and manage relationships with a broad range of global stakeholders including Benefit Managers, HR Executives, and consultants

• Partner and support sales initiatives by representing the Customer Success role, organization and how we support and partner with customers 

• Conduct regular global account meetings to refine and align customer strategies

• Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions

• Partner with clients to define and execute a custom program strategy for Modern Health that integrates within their broader benefit offerings

• Champion and drive engagement with Modern Health’s mental wellness programs, converting clients into champions who serve as references and case studies

• Serve as the primary contact for global product updates and upcoming developments, while acting as a local, accessible contact for escalations and urgent matters

• Maintain an understanding of diverse cultural nuances that influence client interactions worldwide

• Provide local implementation support in conjunction with the US-based implementation team

• Help clients understand available training topics, delivering Benefit Overview sessions tailored to their needs

• Support and lead global QBRs/ABRs, including day-to-day reporting requests for global customers

• Strategically use data and insights to guide decision making, employing storytelling and actionable recommendations that support long-term success

• Leverage tools such as Looker, Gainsight, and Salesforce to understand and diagnose client health, identifying opportunities and risks

• Drive success in measurable engagement and revenue outcomes, including improved wellness impact, benefits utilization, retention and renewals, and product expansion

• Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and ensure successful adoption of Modern Health

Who You Are

Experience & Background

• 8+ years managing client relationships or selling to HR leaders within B2B tech; experience in employer benefits and healthcare is a strong plus

• Proven success strategically and autonomously managing a book of business (30+ customers across segments), including engaging with executive sponsors, senior leaders, and HR decision-makers

Language Skills

• Fluency in English is required; additional languages are a plus

Customer Engagement & Success

• Track record of achieving high retention, adoption, renewal, and expansion metrics, including closing large expansion opportunities

• Skilled at developing and implementing account strategies to maximize customer value and drive revenue growth

• Ability to build strong, trusted relationships and act as a strategic advisor to customers

• Proactive in identifying risks, resolving issues, and ensuring timely resolutions

• Adept at objection handling and independently negotiating with clients

• Engaging presentation skills with experience leading high-visibility projects such as QBRs/ABRs

Skills & Mindset

• Strong problem-solving and analytical skills with the ability to derive actionable insights from customer data (e.g., Salesforce, Gainsight, Looker)

• Demonstrated ability to understand client business landscapes and align solutions to their goals

• Enthusiastic about tackling new challenges and building scalable processes, with keen attention to detail

• Flexible and agile in fast-paced, cross-functional environments, with a strong sense of urgency, initiative, and independence

• Highly coachable, receptive to feedback, and capable of offering candid feedback to peers and leaders

• Balances humility and confidence in challenging conversations while influencing cross-functional projects and advising leadership

• Intellectually curious, quick to learn and share new tools, concepts, and best practices

Values & Mission Alignment

• Deep passion for customer success with a proactive approach to solving challenges

• Genuine commitment to establishing the company as a trusted advisor by delivering long-term solutions to complex problems

• Aligned with the company’s mission through a passion for improving outcomes in healthcare, benefits, and mental wellness

Benefits

Fundamentals:

• Medical / Dental / Vision / Disability / Life Insurance 

• High Deductible Health Plan with Health Savings Account (HSA) option

• Flexible Spending Account (FSA)

• Access to coaches and therapists through Modern Health's platform

• Generous Time Off 

• Company-wide Collective Pause Days 

Family Support:

• Parental Leave Policy 

• Family Forming Benefit through Carrot

• Family Assistance Benefit through UrbanSitter

Professional Development:

• Professional Development Stipend

Financial Wellness:

• 401k

• Financial Planning Benefit through Origin

But wait there’s more…!

• Annual Wellness Stipend to use on items that promote your overall well being 

• New Hire Stipend to help cover work-from-home setup costs

• ModSquad Community: Virtual events like active ERGs, holiday themed activities, team-building events and more

• Monthly Cell Phone Reimbursement