Head of Client Success

Responsibilities

• Lead, coach, and develop a high-performing regional Client Success and Support team across Southeast Asia, fostering a culture of accountability, collaboration, continuous learning, and customer obsession.
• Own the end-to-end client success strategy, ensuring clients achieve measurable outcomes, maximize value from Intellect's solutions, and remain engaged throughout their lifecycle.
• Drive client retention, renewal, expansion, and advocacy by building trusted relationships with key stakeholders and proactively identifying opportunities to deepen partnerships.
• Establish and monitor key success metrics, leveraging data and insights to identify risks, uncover opportunities, and guide strategic decision-making across the client portfolio.
• Partner closely with Commercial, Product, Marketing, Clinical, Operations, and Technology teams to align client needs with business objectives and continuously improve the customer experience.
• Design and optimize scalable client success programs, onboarding frameworks, implementation processes, and engagement strategies that support sustainable growth across diverse markets.
• Develop and execute tailored client success plans and employee engagement journeys that drive adoption, utilization, and long-term behavioral outcomes.
• Act as a strategic advisor to enterprise clients, helping them measure return on investment, demonstrate business impact, and achieve their wellbeing and organizational goals.
• Deliver regular business reviews, utilization reports, and executive-level insights, translating data into actionable recommendations that strengthen client outcomes and inform future strategy.
• Lead the planning and execution of client engagement initiatives, including campaigns, webinars, workshops, and thought leadership activities that enhance value realization and community building.
• Identify opportunities for operational excellence through process improvement, automation, and innovation, ensuring the team can scale effectively while maintaining exceptional service standards.
• Build and maintain a strong understanding of market trends, customer needs, and industry developments, using these insights to influence product evolution and commercial strategy.
• Collaborate with leadership to define departmental goals, workforce planning strategies, and capability-building initiatives that support the company's growth objectives.
• Champion a customer-centric culture where every interaction strengthens trust, drives satisfaction, and creates meaningful, long-term client partnerships.
• Lead strategic and cross-functional initiatives that contribute to company growth, organizational effectiveness, and the continued evolution of the Client Success function.
  
  Qualifications
• Bachelor's degree in Business Administration, Marketing, Psychology, Human Resources, Healthcare Management, or a related field; Master's degree preferred.
• 8+ years of experience in Client Success, Customer Success, Account Management, Customer Experience, Consulting, or related client-facing roles, with at least 3–5 years in a leadership capacity.
• Proven track record of driving client retention, renewals, expansion, and customer satisfaction within a B2B, SaaS, digital health, wellbeing, or technology-driven environment.
• Demonstrated experience managing enterprise accounts and building trusted relationships with senior stakeholders and executive-level clients.
• Strong people leadership skills with experience coaching, developing, and leading high-performing regional or cross-functional teams.
• Expertise in customer lifecycle management, client engagement strategies, onboarding, implementation, and value realization programs.
• Strong analytical and problem-solving skills, with the ability to leverage data and insights to drive strategic decisions and improve client outcomes.
• Experience working cross-functionally with Commercial, Product, Marketing, Operations, Clinical, and Technology teams.
• Excellent communication, presentation, stakeholder management, and consultative relationship-building skills.
• Strong project management and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in CRM and customer success platforms, such as Salesforce, HubSpot, Gainsight, Zendesk, or similar tools.
• Experience working across Southeast Asia and managing culturally diverse client portfolios and teams is highly preferred.
• Passion for mental health, wellbeing, employee engagement, and delivering exceptional customer experiences.