intellecthq
Client Success Manager
- Compensation
- Not disclosed
- Location
- Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia; Philippines; Taiwan
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- Customer success
- Posted
Must have
- 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.
- Open to candidates from Malaysia (hybrid) and the Philippines (remote)
Full 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 DoMain 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 ActivitiesClient 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)