Client Retention Manager

About the Role

Leading international corporate advisory firm specialising in company formation, financial licensing, regulatory compliance, and legal advisory is hiring a Client Retention Manager in Malaysia. Kuala Lumpur or Labuan preferred. English fluency mandatory.

Requirements

• Previous experience in Client Retention, Customer Success, Account Management, or a similar client-facing role — mandatory
• Excellent written and spoken English — native or near-native proficiency required
• Strong communication, negotiation, and relationship-building skills
• Experience working with international clients across multiple jurisdictions
• Knowledge of corporate services, legal, financial licensing, or professional services industries — strongly preferred
• Highly organised with strong attention to detail and ability to manage multiple client relationships simultaneously
• Proficiency with CRM systems and Microsoft Office
• Additional languages are considered an advantage — Bahasa Malaysia, Mandarin, or Arabic particularly welcome

Preferred Qualifications

• Experience in corporate services, company formation, legal, compliance, trust, fiduciary, or financial services
• Experience supporting multinational or regulated businesses
• Familiarity with Labuan IBFC regulatory environment and LFSA licensed entities
• Experience with clients from Europe, the Middle East, and Asia-Pacific markets

Responsibilities

• Build and maintain strong long-term relationships with the firm's existing client portfolio
• Serve as the primary point of contact for client retention and ongoing account management
• Identify opportunities to expand existing client engagements by introducing relevant corporate, legal, and licensing services
• Conduct regular client check-ins and ensure timely, professional resolution of client concerns and requests
• Coordinate with legal, compliance, licensing, and operations teams to ensure exceptional service delivery on all client accounts
• Monitor client satisfaction levels and implement proactive retention strategies to reduce churn
• Maintain accurate and up-to-date client records within the CRM system
• Prepare regular retention and account performance reports for management
• Support renewal processes and develop long-term client engagement initiatives
• Represent the firm professionally in all client communications and interactions

Compensation & Benefits

• Competitive salary commensurate with experience
• Performance-based bonuses tied to retention and account growth metrics
• International and dynamic working environment
• Career growth opportunities within a rapidly expanding organisation
• Ongoing professional development and training
• Opportunity to work with clients from Europe, the Middle East, Asia, and global markets