Customer Success Manager in at GMH Associates

Job Title

Customer Success Manager, Enterprise & Mid-Market (SaaS)

Role Summary

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.

Key Responsibilities

Customer Ownership & Relationship Management

• 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

Onboarding & Implementation

• 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
  • Coordinate upload with employer’s own communications
• Ensure a smooth, low-friction go-live experience

Adoption & Engagement

• Drive employee utilization (Auto Enroll/SSO)
• Promote relevant content pathways (e.g., burnout, caregiving, leadership)
• Monitor usage trends and intervene early when engagement drops

Value Realization & Reporting

• Track and report on:
  • Activation rates
  • Active users
  • Engagement depth
  • Behavior indicators (when available)
• Deliver business reviews (QBRs) for enterprise clients
• Translate platform data into clear, credible impact narratives

Renewal & Support

• Own retention for assigned accounts
• Provide support with optional offerings
• Responsible for renewals
• Address risks early and develop recovery plans

Risk Management & Escalation

• 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

Cross-Functional Collaboration

• Partner with Sales, Product, Marketing, and Support teams
• Contribute to playbooks, onboarding improvements, and CS processes

Required Qualifications

• 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

Preferred Qualifications

• 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

Core Competencies

• 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)

Key Metrics

• Gross and Net Revenue Retention
• Customer Prevention Score
• Engagement and utilization rates
• Time to value
• Renewal rate and expansion support

Positioning Note (Internal Alignment)

This platform is:

• Preventative, not clinical
• Content-driven, not therapy
• Focused on behavior change and workforce resilience

The CSM must consistently reinforce this positioning with clients to ensure aligned expectations and long-term success.