[Hiring] Senior Client Experience Manager @Lux Research

Role Description

At Lux Research, clients are paramount. Everything we do is measured by the value our clients create with us, and this role sits at the heart of that commitment. As Senior Client Experience Manager, you will be the driving force behind client success across a portfolio of accounts in Southeast Asia and the Middle East, primarily in the energy and chemicals sectors.

This is a key position. You will work directly with our Head of Account Management for Southeast Asia and the Middle East as a strategic partner, shaping how Lux grows its presence in two of the world's most dynamic regions for energy and chemicals innovation. You will make sure every client member gets full value from their Lux membership, from the first onboarding conversation to measurable business impact at renewal.

On our largest strategic accounts, you will lead the overall client relationship, bringing together the research and consulting teams so that our work changes the decisions clients make, not just the reports they read. Our ambition is to become embedded in how clients work and to be their most trusted advisor, and you will be central to making that happen.

This position is fully remote; location is Southeast Asia, preferably Singapore or Malaysia.

Qualifications

• Industry experience in the energy and/or chemicals sector, gained either within an energy or chemicals company or serving clients in these industries.
• 7+ years in client success, account or engagement management in B2B research, advisory, consulting or information services.
• Track record of leading executive-level conversations and presenting business value and ROI to senior stakeholders.
• Ability to orchestrate cross-functional teams (sales, research, consulting) without direct authority.
• Strong service delivery discipline: scoping requests, managing timelines and keeping many client members engaged at once.
• Familiarity with innovation, technology or R&D subject matter.
• Proficiency with CRM and engagement analytics tools such as Salesforce.
• Clear written and verbal communication, sound judgment, and experience working across time zones with global clients.
• Willingness to travel for onsite client meetings.
• Bachelor's degree required; advanced degree in a science, engineering or business discipline preferred.

Requirements

• Onboard and engage client members.
• Serve as the main day-to-day contact for advisory members, providing high-touch service across our research and advisory offering.
• Lead onboarding for new members, including welcome communications, kick-off sessions and platform walkthroughs.
• Partner with research directors to build a tailored advisory plan for each member.
• Set up client administrators to manage their team's access to the Lux platform.
• Scope client requests for analyst sessions and brief analysts accordingly.
• Respond quickly to client requests and generate new engagement.
• Run regular check-ins with members to capture changing priorities and gather feedback.
• Design and execute account engagement plans that align delivery with each client's strategic goals.
• Lead account kick-off meetings with the account manager.
• Build relationships with senior client stakeholders and decision makers.
• Coordinate delivery of custom engagements, such as consulting projects or events.
• Capture client value stories from every interaction.
• Monitor account health and spot risks early.
• Provide delivery and value evidence to support renewal conversations.
• Coordinate account managers, research directors, analysts, executive advisors and consultants across each account.
• Track engagement, satisfaction and growth metrics, and report outcomes to Lux leadership.

Benefits

• Equal opportunity employer.
• Welcomes applicants of all backgrounds.
• Does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other legally protected characteristic.