Client Success Manager

Brew Interactive; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

LiteBrew in Malaysia is hiring a Client Success Manager to own client satisfaction, relationships, and renewals across our client base, covering paid media, SEO, web, and more. You'll translate the work of our specialist teams into a clear, proactive narrative while coordinating with Performance, SEO, and Creative leads.

You will lead kickoff calls, reviews, and renewal conversations; set KPIs; turn inputs from service leads into client-facing stories; own client renewals and satisfaction

Qualifications

• Experience owning a client-services function across multiple service lines.
• Ability to translate specialist work into a client-friendly narrative.
• Fluency in performance marketing, SEO, and creative fundamentals.

Responsibilities

• Client relationship ownership: act as the single point of contact across the full LiteBrew client base; run kickoff calls, recurring reviews, and renewal conversations for every service line.
• KPI negotiation: set and agree KPIs with new and renewing clients, informed by feasibility input from each service lead.
• Performance narrative: turn input from specialists into a clear, client-facing story across channels.
• Renewals & satisfaction: own renewal rate and client satisfaction scores; spot at-risk accounts and involve the right specialist.
• Onboarding orchestration: lead client-side discovery and expectation-setting during onboarding across all service lines.
• Escalation triage: be the first responder on client issues; decide when to involve a specialist.
• Direct delivery of Editorial Content & Social Media: run these channels as add-on services until volume justifies a dedicated hire.
• Management reporting: consolidate client-health and delivery status for the Managing Director.

Skills

Client relationship management

KPI negotiation

Cross-functional coordination

Communication

Job description

LiteBrew is hiring a Client Success Manager to own client satisfaction, relationship health, and renewals across our entire client base — paid media, SEO, web, creative, and more. You'll be the single point of contact clients rely on, translating the work of our specialist teams into a clear, proactive story, while our Performance, SEO, and Creative leads focus on doing the work itself. Editorial Content and Social Media currently run as add-on services under this role directly, until either grows enough to warrant its own dedicated lead.

Key responsibilities

Client relationship ownership: act as the single point of contact across the full LiteBrew client base; run kickoff calls, recurring reviews, and renewal conversations for every service line.

KPI negotiation: set and agree KPIs with new and renewing clients, informed by feasibility input from each service lead (Performance, SEO, Creative, etc.), balancing what wins and retains business against what's realistically deliverable.

Performance narrative: take input from the Paid Media Operations Lead, SEO Lead, Creative Lead, and other specialists and turn it into a clear, client-facing story across every channel a client is engaged on.

Renewals & satisfaction: own renewal rate and client satisfaction scores agency-wide; spot at-risk accounts early and pull in the relevant specialist before issues escalates.

Onboarding orchestration: lead client-side discovery and expectation-setting during onboarding across all service lines; coordinate timing with each specialist's setup work.

Escalation triage: be the first responder on client issues across every channel; decide what needs a specialist's involvement versus what you can resolve directly.

Direct delivery of Editorial Content & Social Media: run these two channels as add-on services personally until client volume justifies a dedicated hire.

Management reporting: consolidate client-health and delivery status for the Managing Director.

What success looks like

Client renewal rate and satisfaction score, agency-wide.

Response and resolution time on client escalations, across all channels.

On-time delivery of KPI-setting and onboarding milestones for every service line.

What we're looking for

A senior client services professional — not an account manager — with experience owning a client-services function across multiple service lines. You're comfortable managing several specialist leads as internal stakeholders, and fluent enough in performance marketing, SEO, and creative fundamentals to translate specialist work into a narrative clients actually understand.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Success Manager?
• Which of the following types of qualifications do you have?

Advertising, Marketing & Communications Services 11-50 employees

Since our founding in 2009, our agency has continually refined its model to strike the perfect balance between the scale of a large agency and the agility of a boutique team. We craft fully customised strategies tailored to your business goals, never relying on templates.

As your company evolves, we adapt and pivot to stay aligned with your needs. Our pricing is more conservative than large agencies, with no minimum budget required. Ultimately, we aim to act as an extension of your marketing team—driving collaboration, flexibility, and long-term profitability.

Since our founding in 2009, our agency has continually refined its model to strike the perfect balance between the scale of a large agency and the agility of a boutique team. We craft fully customised strategies tailored to your business goals, never relying on templates.

As your company evolves, we adapt and pivot to stay aligned with your needs. Our pricing is more conservative than large agencies, with no minimum budget required. Ultimately, we aim to act as an extension of your marketing team—driving collaboration, flexibility, and long-term profitability.

What can I earn as a Customer Success Manager