Client Success Manager

# Client Success Manager

> Intellect · Kuala Lumpur, Malaysia (Hybrid) · Full-time · Posted 2026-07-27

**Workplace:** hybrid

**Department:** Revenue

## Description

### **The Role**

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.

### **What You'll Do**

**Main Responsibilities**

• 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

• **Day-to-Day Activities**
• **Client Relationship Management**

• Conduct regular client check-ins (weekly, monthly, quarterly)
• Prepare and present QBRs and impact reports
• Respond to client queries, escalations, and operational requests
• Align on programme priorities, campaign calendars, and engagement initiatives
• Manage renewals conversations and identify upsell/cross-sell opportunities

**Programme Delivery & Project Management**

• Oversee implementation timelines and onboarding processes
• Coordinate webinars, roadshows, campaigns, and engagement initiatives
• Ensure platform configurations, credits, and reporting are accurate
• Track project milestones and manage internal follow-ups
• Ensure service quality standards are maintained across clinical and operational delivery

**Strategic Advisory & Consulting**

• Develop tailored engagement strategies based on workforce demographics and needs
• Advise clients on mental health trends, utilisation benchmarks, and best practices
• Provide recommendations to improve adoption, communication, and ROI perception
• Align programme strategy with client organisational goals (e.g., wellbeing, retention, productivity)

**Data Analysis & Insights**

• Monitor utilisation rates, credit consumption, engagement metrics, and CSAT/NPS
• Analyse trends and identify risks or growth opportunities
• Develop insights and narratives to demonstrate programme impact
• Use data to inform renewal and expansion discussions

**Cross-Functional Collaboration**

• Translate client feedback into clear product and operational requirements
• Work with Product and Engineering on feature enhancements or fixes
• Partner with Marketing on engagement campaigns and communication materials
• Coordinate with Clinical and Delivery Ops for service quality and provider matters
• Support Sales in enterprise pitches, renewals, and expansion proposals

**Continuous Improvement & Innovation**

• Identify recurring pain points and process inefficiencies
• Contribute to internal playbooks, best practices, and reporting frameworks
• Proactively suggest platform improvements to enhance scalability and client value

## Requirements
### **Who You Are**

• 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.

## Benefits
**Why You’ll Love Working With Us:**

• **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

## Apply
[Apply at Intellect](https://apply.workable.com/intellecthq/j/B1151A01CA/apply)
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