Client Success Manager (MY)

About ThoughtFull:

ThoughtFull is on a mission to simplify mental health for your personal and professional growth - through every season of life, anytime, anywhere.  

ThoughtFull is a Temasek-backed mental health company that provides full mental healthcare services for corporates clients around the Asian region and beyond. We were the first in Asia to offer clinically validated text-based coaching and the first to partner with insurers, making care more accessible to individuals and businesses. Join us on our mission and be part of our rockstar team!

Job Description of Client Success Manager

What you will do:

• Build strong rapport with key client stakeholders and own the entire client lifecycle from successful onboarding, launch to ongoing relationship and/or engagement initiatives management, quarterly business reviews and driving business growth through renewals by increasing an account’s annual recurring revenue and in parallel, reduce risk of churn.  

• Enhance client satisfaction and trust by boosting adoption, retention, and engagement through proactive monitoring and analysis of client data, providing valuable recommendations, and identifying opportunities for upselling and cross-selling.   

• Demonstrate expert understanding of ThoughtFull’s products, services, and engagement initiatives. 

• Develop and deliver activation programs and/or engagement and communications plans at scale (including collaboration with internal teams) to drive education, increase engagement levels and create meaningful quantified impact based on client’s needs.

Requirements

• Minimum experience of 3 years in client success, account management, change management or strategic Human Resources in a medium to large organisation (matrix, Software as a Service (SaaS) or management consulting is an added advantage) where you have demonstrated the ability to manage multiple portfolios with significant revenue impact or diverse stakeholders. 
• Language: Fluent in English and Chinese to support global stakeholders. 

• Strong professional conduct, excellent stakeholder management skills (from rank-and-file to C-suite) and written and verbal communication skills tailored to fit audience.  

• Strong business acumen and detail-oriented with excellent time management skills, i.e., the ability to plan, prioritise, and deliver several initiatives at any given time.  

• Proactive, a fast learner, resourceful with a high regard for discipline and commitment to your work.  

• Continuously seeks ways to streamline workflows and increase efficiency while maximizing client impact. 

• Comfortable working, navigating and taking ownership in a fast-paced, high-growth, and ambiguous environment. 

• Experience or exposure working with HR professionals (e.g. Talent Management, Benefits & Compensation, Employee Engagement and Culture) is an advantage. 

• Fluent in CRM tools (e.g., HubSpot); able to manage client data, track engagement and utilization metrics, and apply quantitative and qualitative analysis to derive insights, build repeatable processes, and drive key success outcomes across the client lifecycle. 
• Note: Please note that this role is open to candidates who are currently based locally and fluent in the local language. Unfortunately, we’re not able to offer visa sponsorship at this time.

Basic Salary Range: MYR4,000 - MYR10,000

Thoughtfull is an equal opportunity employer. We provide equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need, please inform us for accommodation.