CLIENT SUCCESS MANAGER
- 4 days ago
- 3 min read
Position Overview
The Client Success Manager is responsible for managing the complete customer implementation journey, from project initiation through successful deployment, user adoption, and ongoing business success.
Following the successful acquisition of a client by the Business Development team, you will become the primary point of contact responsible for onboarding the client, understanding their business requirements, coordinating implementation activities, managing project delivery, and ensuring the solution is fully adopted by end users.
Success in this role extends beyond delivering projects on time. You are expected to build trusted client relationships, proactively identify opportunities for improvement, and ensure customers continue to realise measurable business value from our solutions.
Key Responsibilities:
1. Client Onboarding & Business Discovery
Take ownership of new client engagements immediately after the Business Development handover.
Conduct project kick-off sessions to establish objectives, timelines, responsibilities, and success criteria.
Build strong relationships with key stakeholders and become the trusted advisor throughout the implementation journey.
Understand clients' business processes, operational challenges, and strategic objectives.
Analyse current workflows and identify opportunities where our solutions can improve efficiency and business performance.
2. Project Planning & Delivery
Develop comprehensive implementation plans, project schedules, milestones, resource plans, and risk registers.
Coordinate implementation activities across Product, Development, QA, Operations, and Support teams.
Monitor project progress and ensure deliverables are completed on time, within scope, and to agreed quality standards.
Manage project risks, issues, dependencies, and change requests while maintaining clear communication with stakeholders.
Ensure all project documentation and implementation activities comply with organisational governance standards.
3. Business Analysis & Solution Consulting
Facilitate business requirement workshops and discovery sessions.
Translate business requirements into Business Requirement Documents (BRDs), functional specifications, and user stories.
Recommend best practices and process improvements aligned with the client's business goals.
Collaborate with Product and Development teams to ensure solutions address both functional and operational requirements.
Evaluate implementation outcomes and recommend enhancements that maximise business value.
4. Customer Success & Adoption
Lead user onboarding, product demonstrations, training sessions, and User Acceptance Testing (UAT).
Ensure clients are fully prepared for system go-live and operational readiness.
Monitor customer adoption and product utilisation after implementation.
Proactively identify customer pain points and recommend improvements that increase user engagement and business outcomes.
Conduct regular business reviews with clients to measure success against agreed objectives.
Work closely with internal teams to support continuous improvement and long-term customer satisfaction.
5. Stakeholder Management
Serve as the primary liaison between clients and internal teams throughout the customer lifecycle.
Build collaborative relationships with business stakeholders, project sponsors, and decision-makers.
Facilitate meetings, workshops, steering committee sessions, and executive presentations.
Communicate project status, implementation progress, risks, and recommendations in a clear and professional manner.
Manage stakeholder expectations while balancing customer requirements with business priorities.
6. Governance & Reporting
Prepare and maintain project plans, implementation schedules, Business Requirement Documents (BRDs), Minutes of Meeting (MoM), status reports, risk registers, and change requests.
Maintain proper project documentation and version control throughout the implementation lifecycle.
Produce executive reports and dashboards that provide visibility into project health and customer success metrics.
Document lessons learned and recommend improvements to implementation methodologies and customer onboarding processes.
Success Measures:
Project Delivery The Project Management aspect of this role will be measured by:
Successful delivery of implementation projects within agreed timelines.
Achievement of project milestones and deliverables.
Effective management of project scope, risks, issues, and resources.
Quality of implementation and successful system go-live.
Compliance with project governance and documentation standards.
Customer Success The Customer Success aspect of this role will be measured by:
Customer Satisfaction (CSAT).
Customer retention and ongoing engagement.
Successful user onboarding and product adoption.
Achievement of customers' business objectives.
Increased product utilisation and return on investment (ROI).
Positive client relationships and long-term account health.
Qualifications & Experience
Education: A Bachelor’s Degree in Business Administration, IT, Computer Science, Finance, Engineering, Project Management, or a related field.
Experience: 5 to 8 years of hands-on experience leading enterprise-level projects, business transformations, or complex system implementations.
Certifications: Professional credentials like a PMP (or equivalent) are a strong plus.
Leadership: Proven ability to lead cross-functional teams and juggle multiple concurrent projects seamlessly.
Expertise: A solid grasp of business acumen, workflows, process improvement, and change management. Also strong knowledge of product lifecycle management.
Language Proficiency: Fluent in Bahasa Malaysia, English, and Mandarin (written and spoken) to effectively collaborate with our diverse clients.
Must have experience in BD, marketing, customer success, and project management in business, marketing & digital solution related cases.
Please drop your resume via email to: hr@boxcube.asia