The Client Success & Account Lead will build and standardize the full account management process: onboarding, ongoing client care, escalation and renewal. You will own the retention rate across the client portfolio. You will also lead the Account team to grow revenue from existing clients through upselling and cross-selling. This is a strategic, hands-on leadership role and reports directly to the Chief Business Development Officer. It suits someone who makes decisions based on data rather than relationships alone. It also suits someone who wants to shape a B2B client function from the ground up in a high-growth, mission-driven company.
Key Responsibilities
Client Insights & Growth
- Analyze product usage data for each client (registered users, active users, feature adoption) to find bottlenecks and growth opportunities.
- Work directly with client stakeholders to understand their real business priorities.
- Build improvement proposals backed by clear data rather than relationship intuition.
- Find and pursue upsell and cross-sell opportunities in a natural, consultative way.
Client Onboarding & Kick-off
- Lead the full process from kick-off to go-live so new clients use the product correctly from day one.
- Work with Customer Success and Product teams to resolve issues and reach activation targets within the first 30 days.
Relationship & Expectation Management
- Build and maintain trusted relationships with senior client decision-makers, to the point where clients proactively share internal information.
- Manage client expectations proactively, including saying “no” politely and firmly when needed.
Reporting & Portfolio Management
- Report portfolio status weekly to the Chief Business Development Officer. Reports should include insights and recommendations, not just numbers.
- Spot churn risks early and present concrete action plans.
Team Leadership & Development
- Coach Account Executives directly through complex client situations.
- Build and keep updating the Account Playbook, a standard guide to the client care process that new team members can use right away.
Requirements
- Bachelor’s degree in Business, Economics or a related field.
- At least 5 years of experience as a Key Account Manager or in an equivalent role in a B2B environment.
- Excellent communication skills and fluent English.
- Strong skills in relationship building, negotiation and problem solving.
- A growth mindset and a strong focus on results.
- Chinese, Korean or Japanese is a plus.
What’s on Offer
- Startup culture with real empowerment: a young, open and fast-growing team where your voice is heard and your ideas can make real change.
- Mission-driven work: a direct, positive impact on the financial wellbeing of thousands of workers.
- Comprehensive healthcare: annual health check-ups and premium health insurance.
- Flexible working: a focus on results, not micromanagement.
- Access to the product: employees can use the company’s own earned wage access benefit.
- Continuous growth: training on product, sales skills and personal development.
- Pay: competitive salary plus performance-based bonuses.
- An active team life: team building, happy hours, annual retreats and company events.
- Working hours: 9:00–18:00, Monday to Friday. Weekends off.
