Intellect

Customer Success Manager

• Serve as the primary point of contact for a portfolio of key strategic and large enterprise accounts
• Own end-to-end delivery of the mental health benefits platform across assigned clients
• Develop and execute customised mental health programme strategies aligned to each client’s workforce needs
• Build strong, long-term relationships with senior HR and business stakeholders
• Drive client satisfaction, retention, and expansion opportunities
• Coordinate cross-functional collaboration across Sales, Product, Engineering, Clinical, Marketing, and Delivery teams
• Analyse engagement, utilisation, and outcome data to demonstrate value and inform strategy
• Identify product enhancement opportunities based on client feedback and insights
• Conduct regular client check-ins (weekly, monthly, quarterly)
• Prepare and present QBRs and impact reports
• Respond to client queries, escalations, and operational requests
• Align on programme priorities, campaign calendars, and engagement initiatives
• Manage renewals conversations and identify upsell/cross-sell opportunities
• Oversee implementation timelines and onboarding processes
• Coordinate webinars, roadshows, campaigns, and engagement initiatives
• Ensure platform configurations, credits, and reporting are accurate
• Track project milestones and manage internal follow-ups
• Ensure service quality standards are maintained across clinical and operational delivery
• Develop tailored engagement strategies based on workforce demographics and needs
• Advise clients on mental health trends, utilisation benchmarks, and best practices
• Provide recommendations to improve adoption, communication, and ROI perception
• Align programme strategy with client organisational goals (e.g., wellbeing, retention, productivity)
• Monitor utilisation rates, credit consumption, engagement metrics, and CSAT/NPS
• Analyse trends and identify risks or growth opportunities
• Develop insights and narratives to demonstrate programme impact
• Use data to inform renewal and expansion discussions
• Translate client feedback into clear product and operational requirements
• Work with Product and Engineering on feature enhancements or fixes
• Partner with Marketing on engagement campaigns and communication materials
• Coordinate with Clinical and Delivery Ops for service quality and provider matters
• Support Sales in enterprise pitches, renewals, and expansion proposals
• Identify recurring pain points and process inefficiencies
• Contribute to internal playbooks, best practices, and reporting frameworks
• Proactively suggest platform improvements to enhance scalability and client value

Client Success Manager

• 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.

Senior Client Success Associate

Operations

• Support the Provider Engagement team on day to day provider network operations including onboarding coordination, lifecycle management, provider communications, and engagement initiatives
• Assist with provider outreach efforts and support planning and execution of provider events or engagement activities where required
• Support data tracking, data clean up, and basic analysis across provider, operations, and service datasets to improve accuracy, consistency, and reporting reliability
• Assist with simple automation initiatives to reduce manual operational work, including supporting workflow improvements, data hygiene efforts, and repeatable reporting processes using existing tools
• Conduct desk research and structured analysis on industry trends, market benchmarks, provider rates, service models, and emerging practices in mental healthcare and adjacent services
• Support cross functional operational projects including process mapping, SOP documentation, service deployment readiness, and internal coordination
• Assist in preparing structured slides and materials to communicate insights, problem statements, recommendations, and progress updates to internal stakeholders
• Provide general operational support to the Operations team as needed, including ad hoc analysis, documentation, and coordination tasks

Care Operations Intern

• The Helpline Operations Lead oversees Intellect’s helpline and crisis intervention services from strategy to execution, directly managing both Helpline & Ranger Operations teams to drive effective planning, seamless service delivery, and continuous improvement.
• This role is responsible for leading efforts to strengthen helpline readiness, service reliability, and quality at scale.
• Build and maintain a resilient and high-performing ranger workforce, and advance operational excellence through insights, governance, and best practices.