Client Success Manager

ThoughtFull™ World; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading mental health services provider based in Singapore is seeking a Client Success Manager. The role involves building strong relationships with clients, managing their full lifecycle, and enhancing satisfaction through data-driven recommendations. Candidates should have at least 3 years of experience in client success or account management, excellent communication skills, and proficiency in CRM tools like HubSpot. This position offers a dynamic work environment focused on growth and efficiency.

Qualifications

• A minimum of 3 years in client success, account management, or strategic HR.
• Proven ability to manage multiple portfolios with revenue impact.
• Strong professional conduct and communication skills at all levels.

Responsibilities

• Build rapport with clients and manage the entire client lifecycle.
• Enhance client satisfaction by analyzing data and offering recommendations.
• Deliver activation programs and engagement plans at scale.

Skills

Client success management

Stakeholder management

Communication skills

Business acumen

Proactive approach

CRM tools proficiency

Tools

HubSpot

Job description

Overview

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 corporate 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

Position: Client Success Manager

What you will do:

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

Qualifications

• 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.
• 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.

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.