At Self Space, Client Success empowers partners to reach their goals by fostering mental wellness; offering trusted advice, advocacy, and helpful insights. The Client Success Manager will manage a cross section of our B2B partners, working closely with the Senior Client Success Manager to ensure meaningful and successful relationships are upheld and services are delivered to a high standard across the board. Our Client Success Managers must feel comfortable having commercial conversations, although we work in an empathetic and human way, we always focus on mutual success. We are a warm hand on the shoulder, not a sharp jab, always working to ensure that our partners and their cultures are in a better place than before. You should feel comfortable talking to senior stakeholders, but our primary contact as Self Space Client Success Managers are HR teams. Experience working with this workplace demographic and an understanding of the challenges they face is important – you’ve got to be a warm and efficient communicator who can problem solve on your feet. A love of therapy and a deep empathy and understanding around mental health challenges is a must, as sometimes we encounter difficult conversations.
Our Values matter a lot to us:
- Clients First: We put clients at the centre of everything we do.
- Radical Compassion: We lead with empathy and kindness.
- Name it: We say what needs saying, even when it’s tough.
- Keep the edge: Be bold. Disrupt and challenge the norm, but with love.
- Look after you: We take care of ourselves seriously as someone we love.
- Grit: Perseverance and passion. We know what it takes to shift culture.
Our values shape how we work, how we lead, and what we desire from anyone who joins us. If this sounds like the kind of environment where you’d thrive, we’d love to meet you.
Key Responsibilities
Proactive Client Relationship Management and Delivery:
- Develop and maintain strong relationships with key stakeholders in partner organisations.
- As the primary contact for partners, proactively connect with partners to understand their current needs and troubleshoot issues before they grow – managing and prioritising workflow internally to ensure resources are set aside to achieve this.
- Acting as your partners’ advocate to ensure their employees and business are getting maximum value from Self Space.
- Work closely with our sales team to ensure smooth handovers and ongoing success; you will collaborate with the sales team to help identify and execute partner growth opportunities.
- Support the development of client success processes and strategy.
- Regularly monitor product usage and engagement to identify and address potential issues and maximise opportunities.
- Conduct periodic business reviews with partners, creating joint success plans and collaboratively moving these goals forward.
Renewals, Up/Cross-selling and Solutions Identification:
- Manage the renewal process for your partners to ensure high retention rates.
- Collaborate with sales, psych-ed and key internal stakeholders to develop ongoing account plans to drive partner growth and retention.
- Identify and qualify opportunities for upselling and cross-selling additional products/services that align with partner needs.
Product Expertise:
- Maintain a deep understanding of our products/services (and the marketplace) and be able to explain these to partners in a clear, accessible manner.
- Curate partner feedback and effectively feed it into our development roadmap. We want clients to feel a genuine connection with Self Space and that their contributions are explored.
Data Analysis and Reporting:
- Analyse partner data to identify trends, usage patterns to drive client success, and identify opportunities for improvement.
- Prepare and deliver regular reports on partner health and success metrics internally.
Collaboration & Communication:
- Collaborate across all teams to enhance the overall partner experience.
- Advocate for partner needs and be their voice within Self Space.