• Respond to inbound support tickets across email and live chat • Triage and diagnose issues • Monitor product usage patterns • Spot recurring ticket themes and translate them into actionable product insights • Reproduce and document bugs clearly for the engineering team • Contribute to the in-product help experience

• Own a portfolio of enterprise and corporate accounts (typically 1,000+ employees) from onboarding through adoption, renewal, and expansion. • Build relationships that go beyond the scheduled QBR. • Lead Proof of Value (POV) phases for enterprise prospects in close collaboration with AEs. • Turn complex, often vague customer goals into success plans with real milestones, adoption targets, and expansion signals. • Manage your portfolio actively. • Work closely with AEs on renewal and expansion, and bring specific product feedback into roadmap conversations.

Role Description The Enterprise Client Success Manager (CSM) exists to ensure the successful delivery, adoption, and long-term impact of our mental health benefits platform across key strategic and large enterprise accounts. This is a high-touch, consultative role focused on translating our solution into measurable value for clients. The Enterprise CSM owns the end-to-end client journey, from implementation and program design to engagement strategy, reporting, renewals, and expansion. They act as a trusted advisor to senior HR and business stakeholders, ensuring the programme aligns with organisational priorities and drives meaningful outcomes for employees. Qualifications - Bachelor's degree in Business, Management, or related field required. - Master's degree would be a plus but not a requirement. - At least 3+ years of experience in client success/account management/management consulting, preferably in a related industry such as healthcare, HR, change management, or benefits. - Proven track record of successful project delivery and account management, with experience managing large, complex projects and building long-term relationships with clients. - Strong strategic thinking skills, with the ability to develop and execute on a strategic vision for clients. - Excellent communication and interpersonal skills, with the ability to build trust and rapport with clients and internal stakeholders. - Ability to work independently and as part of a team, with a strong sense of accountability and ownership. - Familiarity with mental health benefits and/or related industries is a plus. Requirements - 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. Benefits - 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.

• Respond quickly and professionally to customer inquiries, including pricing, availability, order status, shipping details, etc. • Act as the voice of the customer internally to drive continuous improvement • Process orders for the designated LGC entity, ensuring completeness of specifications, prices, locations, and other relevant information for both product and custom orders • Assess individual customer requirements and direct activities to the appropriate departments • Acknowledge customer orders, advise on changes, order status, backorders, quote prices, and any other modifications; process and route orders for shipping • Process credit card payments when appropriate, ensuring the privacy of customer account information • Provide required documentation related to each order to meet shipping schedules (i.e., material safety data sheets, certificates of analysis, custom orders, etc.) • Apply the sales order entry system to provide accurate information to customers, including interpreting quotes, promotions, and credit policies • Follow established service quality standards and meet order accuracy standards; adhere to departmental SOPs and training guidelines • Adhere to the requirements of the company's ISO quality management system • Perform other duties as assigned to meet business needs