• Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, phone calls. • Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies. • Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices. • Monitor the quality of interactions handled by Customer Support, Customer Care Teams • Identify performance gaps, recurring issues, and opportunities for process improvement. • Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management. • Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results, ensuring adherence to company standards, regulatory requirements, and customer service excellence. • Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards. • Prepare quality scorecards, performance reports, and trend analyses. • Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English. • Participate in calibration sessions to ensure consistency and accuracy of quality assessments. • Collaborate closely with the Global Head of Customer Success to drive continuous improvement initiatives. • Contribute to the development and optimization of quality assurance processes and automated quality monitoring systems. • Ensure consistency, professionalism, and accuracy across all customer-facing communications

• Manage a portfolio of client accounts and act as the primary day-to-day contact • Own the delivery and execution of the mental health benefits platform across assigned clients • Implement client programme plans aligned with workforce needs and agreed goals • Build and maintain strong relationships with HR and business stakeholders • Drive client satisfaction, retention, and account growth within your portfolio • Coordinate with internal teams including Sales, Product, Clinical, Marketing, and Delivery • Track engagement, utilisation, and outcome data to monitor account health and performance • Collect and share client feedback to support product and service improvements

Role Description The Junior Client Success Manager is responsible for managing a portfolio of client accounts and ensuring the successful delivery, adoption, and ongoing use of our mental health benefits platform. They act as the main day-to-day contact for their clients, helping ensure programmes run smoothly, clients are supported, and employees are able to access and benefit from the platform, while working closely with senior team members for guidance on more complex situations. Main Responsibilities - Manage a portfolio of client accounts and act as the primary day-to-day contact - Own the delivery and execution of the mental health benefits platform across assigned clients - Implement client programme plans aligned with workforce needs and agreed goals - Build and maintain strong relationships with HR and business stakeholders - Drive client satisfaction, retention, and account growth within your portfolio - Coordinate with internal teams including Sales, Product, Clinical, Marketing, and Delivery - Track engagement, utilisation, and outcome data to monitor account health and performance - Collect and share client feedback to support product and service improvements Qualifications - Experience in client success, account management, customer success, HR, healthcare, or a related field - Comfortable owning client relationships and managing multiple accounts independently - Strong organisational and project management skills - Clear communicator who builds trust with clients and internal teams - Analytical mindset with comfort working with data and metrics - Proactive, accountable, and able to manage priorities effectively - Interest in mental health, wellbeing, or employee benefits is a plus 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

• Own and manage a portfolio of key airline customers • Build strong, trust-based relationships with stakeholders across operations, IT, and management • Act as a strategic partner, aligning LimeFlight capabilities with customer business objectives • Lead regular business reviews and management meetings • Monitor customer health, adoption, and satisfaction • Identify upsell and cross-sell opportunities (e.g. modules, integrations, services) • Drive retention and expansion revenue within your customer portfolio • Actively contribute to renewal processes and commercial discussions • Support onboarding and implementation phases as a strategic counterpart • Guide customers through integrations, data setup, and adoption best practices • Collaborate with implementation teams to ensure a smooth transition into run mode • Deliver targeted training sessions and workshops (remote & on-site)