A Day In The Life Of Our Client Success Managers
Are your employee benefits working as hard for your business as you are?
When strategically implemented, communicated, and championed, benefits can transform your workplace culture and directly impact your bottom line. With 78% of employees saying benefits play a critical role in whether they accept or reject a job, getting them right has never been more important.
That’s where our Client Success Managers (CSMs) come in. They’re your trusted partners in turning good benefits into great outcomes.
So, what does a typical day look like for a CSM? We sat down with one of our team members to get the inside scoop.
Building Relationships That Matter
A CSM’s day begins with checking in on client emails and calls - a key part of maintaining strong, valued relationships.
“We take time to understand our clients and tailor the support available to match their needs and requirements.”
From there, the day is often packed with client meetings, all tailored to each organisation’s needs. Tasks in between include:
- Actioning follow-ups from meetings
- Managing benefit renewals
- Onboarding support
- Offering solutions for challenges that our clients are facing.
- Liaising with consultants and implementation teams
Every action is designed to ensure clients feel supported and confident in their benefit strategies.
Driving Engagement Through Insight
One of the key ways our CSMs add value is by helping clients make sense of employee engagement trends.
By analysing benefit usage, CSMs can identify what’s working and what needs a boost. This insight means employers can make more informed decisions.
For example, if certain benefits aren’t gaining traction, CSMs might recommend running awareness campaigns or updating benefit tiles on the Smart Hive platform. It’s about fine-tuning the experience to make it more relevant and impactful for your employees.
Creative Solutions that Inspire Action
Boosting engagement doesn’t always require a big overhaul. Sometimes, it’s the creative touches that make a difference.
“For one client, we suggested a competition on Smart Hive to encourage exploration of lesser-known benefits. It was a fun, low-cost way to boost visibility and engagement.”
Webinars are another powerful tool. Our CSMs often run webinars on behalf of our clients. They not only educate our clients’ employees, but also reassure them about the ease of access to their benefits and give them space for questions. Bringing the benefit to life can help employees engage more effectively with their benefits.
Talk to us
If you would like to find out more about our solutions, get in touch.
Strategic Support That Grows With You
Our Client Success Managers don’t just manage your current benefits, they partner with you to plan for what’s next. Whether it's adapting to shifting workforce needs or navigating sector-specific challenges, their support evolves with your goals.
Take one of our clients in the education sector. Facing ongoing budget cuts and limited resources, they needed to do more with less. Through targeted benefit campaigns, our CSM helped them not only maintain their offering but also boost employee engagement year after year.
It’s this kind of forward-thinking, hands-on support that sets our team apart.
A Partner You Can Rely On
Managing employee benefits shouldn't be a drain on your time or resources. That’s why our CSMs step in as a true extension of your team, streamlining admin, driving engagement, and helping you get the most value from your investment. Whether it’s day-to-day support or big-picture planning, they’re here to make benefits easier, more effective, and aligned with your business goals.
Here’s just a snapshot of how they support you behind the scenes:
- Proactively reviewing benefit packages to spot gaps and opportunities.
- Sharing tailored engagement reports and campaign ideas.
- Managing platform launches, from setup to employee rollout.
- Handling benefit updates, queries, and day-to-day admin.
- Crafting timely, relevant comms (available through Smart Hive’s Marketing Suite) that help you to increase engagement.
Helping Your Team Thrive
We’re not just about delivering benefit platforms - we’re about helping people.
Our CSMs play a vital role in ensuring every employer gets the most out of their benefits package, not just in terms of cost, but in real, measurable impact for their teams.
Whether it’s offering creative ideas to boost engagement, fine-tuning benefit strategies based on usage trends, or guiding clients through implementation and renewals, our team is here to make your life easier.
We take pride in being more than just a provider, we’re your partner. A partner who listens, adapts, and is committed to helping you create a workplace where your people feel truly valued. Find out how we can help your business today.
