Customer Success Manager

GMH Associates•Tequesta, FL

About The Position

The Customer Success Manager (CSM) is responsible for contract management, ease in onboarding, monitoring engagement, and providing long-term value for the employer, the employees and loved ones using the platform. This role manages a portfolio of mid-market and enterprise accounts, acting as the primary post-sale partner to HR, Benefits, and executive stakeholders. The CSM ensures successful onboarding, sustained utilization, and clear demonstration of impact, while reinforcing the platform’s preventative mental health focus. Success in this role is measured by retention, customer health, engagement metrics, and support.

Requirements

5+ years of Customer Success or related experience in SaaS
Experience managing mid-market and/or enterprise employer accounts
Strong understanding of HR, Benefits, or employee-facing platforms
Proven track record of retention
Experience leading client-facing meetings with senior stakeholders
Strong analytical skills and comfort with data-driven conversations
Executive communication and presence
Ability to translate data into business value
Proactive account management
Structured problem solving
Strong organizational skills
Emotional intelligence
Urgency with sensitive subject areas (Clinical Care requests)

Nice To Haves

Experience in digital health, mental health, or wellness platforms
Experience with benefits ecosystems (EAP, behavioral health, wellbeing programs)
Experience supporting low-integration or standalone SaaS products
Experience working with CRM

Responsibilities

Serve as the primary point of contact for assigned employer accounts
Build relationships with HR, Benefits, and executive stakeholders
Establish clear success criteria and align on expected outcomes
Maintain regular communication cadence based on account tier
Lead onboarding for new clients with a focus on hyper-care, ease and support
Coordinate with Customer’s HR and IT on employee roster – auto enrollment, platform access and firewall whitelisting, and coordinate upload with employer’s own communications
Ensure a smooth, low-friction go-live experience
Drive employee utilization (Auto Enroll/SSO)
Promote relevant content pathways (e.g., burnout, caregiving, leadership)
Monitor usage trends and intervene early when engagement drops
Track and report on activation rates, active users, engagement depth, and behavior indicators (when available)
Deliver business reviews (QBRs) for enterprise clients
Translate platform data into clear, credible impact narratives
Own retention for assigned accounts
Provide support with optional offerings
Responsible for renewals
Address risks early and develop recovery plans
Identify and manage at-risk accounts
Follow defined protocols for member escalations
Maintain clear boundaries: no clinical advice, no therapy positioning
Escalate sensitive issues internally as required
Partner with Sales, Product, Marketing, and Support teams
Contribute to playbooks, onboarding improvements, and CS processes