customer-success-manager

SH is a Brazilian provider of formwork, scaffolding, shoring and access equipment for construction projects, offering sales, rental, engineering/project design, technical support, logistics and e-commerce across Brazil and Paraguay. The company supplies aluminum and steel formwork panels, metal escoramentos (shoring), scaffolds, accessories and replacement parts, and provides digital decision-support tools, catalogs and hands-on assistance for residential, industrial and infrastructure works.

With 55 years in the market and thousands of projects served, SH is a Brazilian engineering company specializing in providing support and innovative solutions for concrete structure execution, as well as ensuring safe and efficient work at height, regardless of technical challenges.

Additionally, SH manufactures Lumiform® SH and LumiUp SH®, a solution for the concrete wall construction method, composed of durable and lightweight steel and aluminum panels that help save time and costs in construction.

With its own factory and the most extensive distribution network in South America, SH has 11 branches in Brazil and one in Paraguay. In 2017, SH Paraguay was established, headquartered in Asunción.

• Leverage tools like Gainsight and Salesforce to provide proactive touchpoints throughout the customer lifecycle.
• Work with the Sales/Technical Account Managers to identify revenue growth opportunities through utilization of new services and/or contract renewals
• Project manage the renewal experience to provide a seamless customer experience
• Retain and increase subscription revenue in existing customer accounts by positioning multiyear contracts and price increases
• Migrate existing customers from our legacy plans on to new packaging and pricing
• Proactively identify lengthier renewal scenarios and maintain high on-time renewal rate
• Update renewal forecast on a weekly basis and report up to management
• Create client proposals and contracts for all existing customer client renewals
• Support internal teams with the creation of services contracts
• Support existing customer with security questionnaires
• Continuously iterate and provide feedback on the renewal experience.

Customer Success Manager

Customer Success Manager specializing in email solutions to drive customer retention and growth within a technology firm.

Intellect is a leading platform focused on enhancing mental health and wellbeing in the workplace. It offers a comprehensive, research-backed mental health platform that combines technology with human touch to provide an accessible mental health journey. The platform includes self-guided programs, access to licensed psychologists, behavioural health coaches, and crisis support, available in 30 languages across 60 countries. Intellect is designed to empower HR professionals and organizations by providing tools that improve employee wellbeing, decrease anxiety, and boost productivity. It facilitates customised mental health support, allowing organisations to tackle challenges such as low productivity and team dynamics effectively.

Intellect's mission is to make mental healthcare & wellbeing support accessible for everyone. 

We do this by marrying technology with a human touch in a single platform, delivering end-to-end wellbeing support for individuals and organisations alike.

For organisations who are looking to safeguard employee wellbeing amidst the new hybrid workspace, Intellect equips workforces with our clinically-validated approach to personalise the right care your employees need.

For individuals who wish to address personal and professional challenges, Intellect's self-care platform and 1-1 coaching & therapy sessions enable our clients to scale obstacles and lead their best life.

Today, Intellect is the largest and fastest growing mental health tech company in Asia Pacific. Over 3 million members and leading organisations globally trust Intellect to provide personalized, evidence-based wellbeing support. Intellect was also selected as one of Google’s Best Apps of 2020. 

We're backed by leading investors including Tiger Global, Insignia Ventures Partners, Y Combinator, HOF Capital, K3 Ventures, JAFCO, Headline, East Ventures, MS&AD Ventures, and an extensive list of family offices, big tech executives & renowned angel investors.

Intellect

• 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


Client Success Manager

Client Success Manager ensuring successful delivery and adoption of mental health benefits platform across large enterprise accounts. Building relationships and driving satisfaction for strategic clients.

ThoughtFull is a company that provides comprehensive mental wellbeing solutions for employees through a digital mental health app. This app offers preventive and curative care, and provides access to certified professionals for online therapy and 24/7 crisis support. Trusted by leading insurers and organizations in Asia, ThoughtFull's solutions are designed to improve employee productivity, performance, and retention by reducing workplace stress and enhancing mental health. With an evidence-based approach and a focus on measurable outcomes, ThoughtFull equips organizations with the tools to create healthier workplaces.

ThoughtFull is a digital mental health company with a vision to make access to end-to-end mental healthcare seamless and affordable in Asia. ThoughtFull’s proprietary architecture on its mobile apps ThoughtFullChat and ThoughtFullChat Pro enables users and mental health professionals to access and provide personalized mental healthcare respectively.

ThoughtFull also partners with key ecosystem players including top insurers, healthcare providers and employers regionally to both normalize and scale access to mental healthcare services.

ThoughtFull - Employee Mental Wellbeing

• As a team lead, you will be accountable for driving team performance and achieving set goals.
• Balance hands-on work where you are directly responsible for outcomes vs. people management responsibilities where you will help guide, delegate, and empower team members to drive projects that have cross-functional as well as client impact.
• Build and manage a high-performance team that delivers quality servicing and care to the clients we serve.
• Able to create new and/or enhance existing process flows that help optimize and drive outcomes at scale.
• Proactively seeks to implement better ways of working that will promote efficiency and efficacy of time spent working.
• Fast learner and able to demonstrate strong product knowledge in order to serve our clients better.
• Participate proactively to drive product improvements and delivery.
• 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.
• Understand, analyze, synthesize micro-level data and insights to make data-driven decisions that can drive the growth and retention of the client book.
• Demonstrate solid account management skills: build rapport with key client stakeholders and able to 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.

Client Success Lead

Client Success Lead managing team performance and client relations for a digital mental health company. Focusing on client success and account management while working in a hybrid environment.

EPS Consultants is a Malaysia-based recruitment and outsourcing specialist with over two decades of experience, providing end-to-end talent solutions to local and global employers. The company offers comprehensive services including recruitment, staffing, executive search, contract staffing, staff augmentation, remote staffing, managed services, recruitment process outsourcing (RPO), HR outsourcing, and manpower outsourcing, focusing on matching qualified candidates to organizational needs and managing workforce administration and compliance. EPS serves employers across organizational levels and also supports job seekers, emphasizing trusted partnerships, scalable staffing models, and transparent communication practices.

EPS is an Award Winning Professional recruiting and outsourcing specialist with over two decades of experience in the Asia Pacific region. Our mission is to be the leading one-stop recruitment and outsourcing service provider, offering innovative and cost-effective solutions to our valued clients.

EPS's competitive advantage lies in our ability to attract, grow, and retain our customer base by consistently providing excellent quality, cost-effective, and value-added services. Our commitment to excellence has earned us multiple awards and recognition in the industry, including the “Best Staffing Firm Gold Award” in 2022. 

We pride ourselves on our attention to detail and our willingness to go the extra mile to meet our customers' needs. Having a strong presence in the APAC region, we have established a solid reputation for delivering exceptional results and exceeding our client's expectations. With a proven track record of delivering high-value and integrated services that leverage our talented professionals, technologies, and technical know-how, our team is committed to providing the highest level of services to ensure full satisfaction of both our clients and candidates.

Looking to the future, EPS strives for continued growth and success. We will continue to leverage our strengths and expertise to expand our services and reach new markets. At EPS, we are dedicated to helping our clients achieve their business objectives and building long-lasting partnerships based on trust and mutual success.

EPS Consultants

• Support overall relationship with a portfolio of clients, which includes managing on- boarding, implementation, client retention, high levels of customer satisfaction
• Liaise with different internal stakeholders – Sales, Partnerships, Operations and Development teams to ensure an exceptional client delivery experience
• Communicate effectively with both internal and external senior-level management tounderstand customer needs, maximize retention and growth, and communicate learnings
• Maintain existing customer success metrics and data while looking for ways to constantly optimize internal processes
• Analyse and prepare reports for client reporting and internal management review
• Recommend initiatives for increasing customer lifetime value. Identity and recommend upsell or cross sell opportunities
• Prepare activation collaterals for a smooth client implementation such as user guides, eDMs etc
• Support in marketing activities (e.g coordinating events etc) when required

Client Success Executive

Client Success Executive ensuring high-quality experience and satisfaction for clients in technology services. Liaising with cross-functional teams to support client onboarding and retention initiatives.

Hybrid Customer Success Managers roles in Malaysia

Browse 4 hybrid customer success managers roles hiring in Malaysia plus related opportunities such as client partner, account executive, account manager and customer success manager.

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