Client Success Senior Associate

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