Intellect

Client Success Manager

Intellect

full-time

Posted on:

Location Type: Hybrid

Location: Kuala Lumpur • Malaysia

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • 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
  • 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
  • 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
  • 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)
  • 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
  • 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
  • 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

  • Bachelor's degree in Business, Management, or related field required. Master's degree would be a plus but not a requirement
  • Atleast 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
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project deliveryaccount managementdata analysisstrategic planningclient engagement strategiesutilisation metricsimpact reportingproduct enhancementonboarding processescampaign management
Soft Skills
strategic thinkingcommunication skillsinterpersonal skillsrelationship buildingteam collaborationaccountabilityownershipclient satisfactionproblem-solvingtrust building
Certifications
Bachelor's degreeMaster's degree (preferred)