Client Success Manager

Client Success Manager (Client Engagement & Relationship Role)

Location: Petaling Jaya, Selangor
Employment Type: Full-time
Reporting To: Chief Revenue Officer (CRO)

Role Summary

We are looking for a Client Success Manager (CSM) to support business growth by acting as the primary client engagement and relationship entry point for targeted customers.

This role focuses on opening doors, building relationships, and arranging high-quality meetings with key decision makers for the sales team.

The Client Success Manager will represent the company in a professional, articulate, and presentable manner, creating strong first impressions and long-term relationship access, while commercial negotiations and deal closures will be handled by the Business Development Manager (BDM).

This position is ideal for candidates with strong communication skills, confidence in engaging corporate clients, and a passion for relationship building rather than hard selling.

Key Responsibilities

Client Engagement & Door Opening (Primary Focus)

• Act as the first relationship contact for targeted customers
• Engage potential clients through:
• Warm calls
• Email outreach
• LinkedIn engagement
• Event networking
• Build rapport and trust with decision makers
• Secure meetings and introductions for BDMs
• Maintain long-term engagement even before active opportunities

Target Account Development

• Support account-based marketing (ABM) initiatives
• Develop relationship maps within target organizations
• Identify key stakeholders:
• IT Managers
• Heads of Infrastructure
• CIO / CTO
• Procurement teams
• Keep communication active until sales engagement begins

Meeting & Opportunity Support

• Coordinate and schedule sales meetings for BDMs
• Prepare meeting background notes and client profiles
• Attend selected meetings as relationship support when required
• Assist in follow-ups after meetings to maintain engagement momentum

Brand Representation & Client Experience

• Represent the company professionally at:
• Client meetings
• Industry events
• Product briefings
• Deliver consistent, polished, and courteous communication
• Strengthen the companys corporate image and trust positioning

Lead Qualification (Light Commercial Exposure)

• Understand customer pain points at a high level
• Qualify interest and readiness before passing to sales
• Ensure leads meet minimum quality standards before handover
• No quota-carrying sales closure responsibility

CRM & Reporting

• Update CRM with:
• Contact information
• Meeting status
• Engagement history
• Target account notes
• Track engagement progress for each target customer
• Provide weekly activity and meeting reports

Key Performance Indicators (KPIs)

• Number of qualified meetings arranged
• Target account engagement rate
• New decision-maker contacts created
• Meeting-to-opportunity conversion rate
• Quality of leads passed to BDM team
• Professional feedback from clients

Requirements & Qualifications

Experience

• 2–5 years experience in:
• Client engagement
• Relationship management
• Corporate servicing
• Business coordination
• Experience in IT, telecom, cloud, or enterprise solutions is an advantage

Preferred Attributes

• Professional appearance and confident personality
• Excellent spoken and written communication skills
• Strong interpersonal and people skills
• Comfortable engaging senior stakeholders
• Organized, disciplined, and well-spoken
• Enjoys relationship building more than hard selling

Education

• Diploma or Degree in:
• Business
• Communications
• Public Relations
• Marketing
• Hospitality or related fields

What Success Looks Like

Within the first 6 months, the Client Success Manager will:

• Open doors to targeted enterprise customers
• Establish trusted communication lines with decision makers
• Consistently generate qualified meetings for BDMs
• Improve brand recall and relationship depth
• Become a preferred contact person for customer engagement

Basic salary + Commission