Associate Customer Success Manager
Core
Manage a high-volume portfolio of 150–250 client accounts, ensuring seamless contract renewals and protecting core Employee Assistance Program (EAP) offerings.
Role type
Associate Customer Success Manager (high-volume account management)
Builds
Retention of core EAP services and expansion of additional wellness offerings (onsite counselling, critical incident management, health checks)
Domain
Health & Wellbeing / Employee Assistance Programs (EAP)
Deliverable
client delivery
Required skills
account management, contract renewal execution, upselling services, proactive account risk identification, CRM data utilization, reporting, compliance management, multi-priority management
Preferred skills
HR or employee wellbeing program experience, commercial acumen
Technologies
Salesforce, Microsoft Office Suite
Responsibilities
Serve as primary point of contact for assigned accounts; execute contract renewal processes; drive upsell of additional services; identify at-risk accounts and implement retention strategies; conduct client touchpoints via phone, email, and webinar; prepare and issue utilisation reports; coordinate orientations; maintain accurate CRM records; monitor account engagement levels
Seniority
Junior to Mid-level, hands-on IC