Manager, Client Success

TITLE
Manager, Client Success

DEPARTMENT
Client Success

DIVISION
NP Digital - Malaysia

LOCATION
Hybrid - Malaysia

ABOUT OUR COMPANY

NP Digital (NPD) is a global award-winning performance marketing agency. In 2024 Campaign Magazine labeled us the Global Agency of the Year in two categories, and The Drum awarded us the Agency Business Award for Global Development. Google recently handed us the Agency Excellence Award for Media Unification and AdAge listed us on their Best Places to Work list in 2024 and 2025

NP Digital combines proprietary platforms with best-in-class talent to deliver leading edge experiences centered around: paid and organic search, social, content, retargeting, performance display, feed management and conversion rate optimization.

NP Digital focuses on creating innovative, adaptive, and data-driven digital marketing plans for our clients. Obsessed with helping companies grow and exceed their goals, NP Digital delivers on the mission of continually helping brands connect and engage with their audience.

ABOUT THE OPPORTUNITY

Reporting to the Group Account Director, the Manager, Client Success plays a key role in driving strategic direction and ensuring strong delivery across all client initiatives — with a primary focus on social media and creative-led campaigns, alongside supporting paid media and SEO efforts where relevant.

ABOUT THE RESPONSIBILITIES

Responsibilities include but are not limited to:

• Act as the main point of contact for assigned clients — building trust, managing expectations, and maintaining strong, collaborative relationships.
• Immerse in clients' business: Understand their objectives, challenges, external environment, and industry landscape; develop a clear view of what success looks like for their business.
• Overall account stewardship at regional level working closely with Group Account Director to ensure communication strategy and implementation are in sync towards client's business direction and KPI
• Work closely with the respective Client Success and Performance specialist teams to deliver digital media solutions blending strategy, innovations & insights as well as performance-driven initiatives.
• Provide strategic counsel and recommendations on media buy - influencer partnerships, traditional media, digital media and emerging platform opportunities.
• Identify growth opportunities and propose new ideas to elevate client impact across creative, content, and social channels.
• Lead day-to-day communications with clients, ensuring all feedback, requests, and project updates are handled effectively with regular WIPs, dialogues and reviews to ensure effective work processes.
• Manage client's request appropriately (e.g. push back on unreasonable timelines, make judgement of evaluate value on ad hoc requests)
• Oversee preparation for client business review meetings and participate in strategic discussions, campaign retrospectives, and new business pitches where applicable.
• Working closely with the respective Client Success and Performance specialists to ensure we track, analyze, and report on campaign results, providing actionable insights and recommendations to drive continuous improvement.
• Manage supporting administrative tasks such as invoicing, project tracking, and internal reporting to ensure smooth account operations.

ABOUT YOU

• Minimum 8+ years of experience in client success/ client facing, account management, or project leadership within the digital marketing and media space.
• A bachelor's degree is preferably in marketing, communications, or e-Commerce or a related field.
• Proven experience managing social media campaigns, content development projects, and/or creative production workflows — either agency-side or client-side.
• Strong understanding of social platforms (Meta, TikTok, IG, YouTube, LinkedIn, etc.), content formats, creative best practices, and performance metrics.
• Familiarity with paid media (SEM, Paid Social) and SEO is an added advantage.
• Demonstrated ability to lead cross-functional teams and drive integrated campaign success.
• Excellent project management and organizational skills — with the ability to manage multiple projects, timelines, and stakeholders effectively.
• Exceptional client relationship management skills and strong communication abilities.
• Critical thinker with strong attention to detail and a solutions-oriented mindset.
• Able to manage challenges and conflicts constructively, while maintaining a collaborative team approach.
• Positive, proactive, and adaptable — comfortable in a fast-paced and evolving environment.

ABOUT YOUR GROWTH

As an organization we support your growth and development by investing in your learning to advance your career. We believe in empowering you to showcase your knowledge and skills to win together.

ABOUT OUR BENEFITS

• Competitive remuneration, performance incentives and substantial perks
• Comprehensive outpatient & medical benefits on top of great insurance coverage
• Extensive annual leave entitlement
• Positive and supportive leadership
• A work culture that drives teamwork and collaboration
• Hybrid and flexible working arrangements
• Unbiased work culture from top to bottom to encourage and push you to #DreamBig
• Fun employee engagement activities & parties, annual dinners and company trips
• Strategic office location that's easily accessible by public transportation
• Work among experts and specialists in a company with years of experience in the industry and has won multiple awards

ABOUT OUR CULTURE

We value our best-in-class company culture, which is results-driven, innovative, fast-paced and fun. Our focus is on outcome, not output. We encourage our employees to work with an entrepreneurial spirit while applying a businesslike approach. When you work with great people and leaders that support you, there is no end to what you can accomplish. We celebrate different backgrounds and perspectives from our team members, but one thing we all have in common is a core set of values:

Think Big

"Think Big" challenges our teams in all aspects of the business. For our clients, it requires that we expand their vision beyond what is expected, while pushing us to become a committed partner who provides strategic recommendations and measurable outcomes.

Own It

"Own It" plays a key role in encouraging employee autonomy. We believe owning it inspires employees to build skillsets within their roles and beyond to drive their career where you want. "Own It" highlights the ability to make the work yours and deliver creative results.

Have Fun

"Have Fun" means we enjoy working together and cultivating a great work experience for everyone. Our passion for what we do is visible throughout the organization. Anything we enjoy, we are naturally going to do better, so we make our work something we look forward to, rather than simply something we have to do.

NP Digital is an Equal Opportunity Employer, proud of our diversity and inclusive culture Our goal is to positively impact change through our actions, and we're committed to equal employment opportunities regardless of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided based on qualifications, merit, and business need.