Client Success Manager - APAC
New
Within Singapore / APAC, US based team members who live outside the Pacific time zone are expected to work at least six hours between 8 am and 5 pm Pacific time each workday. In this role you will be expected to work in your country/time zone.Full-TimeManager
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 8+ years
- Required Skills
- SalesforceLooker
Requirements
- 8+ years managing client relationships or selling to HR leaders within B2B tech
- Experience in employer benefits and healthcare is a strong plus
- Proven success strategically and autonomously managing a book of business (30+ customers across segments)
- Engaging with executive sponsors, senior leaders, and HR decision-makers
- Fluency in English is required; additional languages are a plus
- Track record of achieving high retention, adoption, renewal, and expansion metrics, including closing large expansion opportunities
- Skilled at developing and implementing account strategies to maximize customer value and drive revenue growth
- Ability to build strong, trusted relationships and act as a strategic advisor to customers
- Proactive in identifying risks, resolving issues, and ensuring timely resolutions
- Adept at objection handling and independently negotiating with clients
- Engaging presentation skills with experience leading high-visibility projects such as QBRs/ABRs
- Strong problem-solving and analytical skills with the ability to derive actionable insights from customer data (e.g., Salesforce, Gainsight, Looker)
- Demonstrated ability to understand client business landscapes and align solutions to their goals
- Enthusiastic about tackling new challenges and building scalable processes, with keen attention to detail
- Flexible and agile in fast-paced, cross-functional environments, with a strong sense of urgency, initiative, and independence
- Highly coachable, receptive to feedback, and capable of offering candid feedback to peers and leaders
- Balances humility and confidence in challenging conversations while influencing cross-functional projects and advising leadership
- Intellectually curious, quick to learn and share new tools, concepts, and best practices
- Deep passion for customer success with a proactive approach to solving challenges
- Genuine commitment to establishing the company as a trusted advisor by delivering long-term solutions to complex problems
- Aligned with the company’s mission through a passion for improving outcomes in healthcare, benefits, and mental wellness
Responsibilities
- Manage a portfolio of Enterprise Accounts, serving as the face of Modern Health for our highest-priority customers
- Build and manage relationships with a broad range of global stakeholders including Benefit Managers, HR Executives, and consultants
- Partner and support sales initiatives by representing the Customer Success role, organization and how we support and partner with customers
- Conduct regular global account meetings to refine and align customer strategies
- Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions
- Partner with clients to define and execute a custom program strategy for Modern Health that integrates within their broader benefit offerings
- Champion and drive engagement with Modern Health’s mental wellness programs, converting clients into champions who serve as references and case studies
- Serve as the primary contact for global product updates and upcoming developments, while acting as a local, accessible contact for escalations and urgent matters
- Maintain an understanding of diverse cultural nuances that influence client interactions worldwide
- Provide local implementation support in conjunction with the US-based implementation team
- Help clients understand available training topics, delivering Benefit Overview sessions tailored to their needs
- Support and lead global QBRs/ABRs, including day-to-day reporting requests for global customers
- Strategically use data and insights to guide decision making, employing storytelling and actionable recommendations that support long-term success
- Leverage tools such as Looker, Gainsight, and Salesforce to understand and diagnose client health, identifying opportunities and risks
- Drive success in measurable engagement and revenue outcomes, including improved wellness impact, benefits utilization, retention and renewals, and product expansion
- Collaborate cross-functionally with Product, Operations, Sales, and Clinical Care to advocate for clients and ensure successful adoption of Modern Health
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