Senior Client Experience Manager

The role

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

What you'll do

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, so each member integrates Lux into their day-to-day work.

• Partner with research directors to build a tailored advisory plan for each member, then own its execution.

• Set up client administrators to manage their team's access to the Lux platform.

Deliver analyst access and research value

• Scope client requests for analyst sessions (context, timeline, goals and intended use) and brief analysts so every conversation is relevant and well prepared.

• Respond quickly: acknowledge requests within 24 hours, schedule analyst sessions within two weeks, and share follow-ups within one to three days.

• Generate new engagement by proactively sharing relevant research, webinars, events and new platform features.

• Run regular check-ins with members to capture changing priorities, gather feedback and recommend next steps.

Lead strategic client relationships

• Design and execute account engagement plans that align delivery with each client's strategic goals.

• Lead account kick-off meetings with the account manager, agreeing with the client on expectations, outcomes and measures of success.

• Build relationships with senior client stakeholders and decision makers, leading conversations on value delivered and strategic alignment.

• Coordinate delivery of custom engagements, such as consulting projects or events, when included in the contract, to ensure a seamless experience across Lux products.

Demonstrate value and protect account health

• Capture client value stories from every interaction and use them to show return on investment.

• Monitor account health, spot risks early (such as a sponsor leaving, a reorganization, budget changes or a dip in satisfaction) and lead the response.

• Provide delivery and value evidence to support renewal conversations, and identify opportunities to expand the relationship.

Orchestrate the Lux team

• Coordinate account managers, research directors, analysts, executive advisors and consultants across each account.

• Oversee delivery across service lines, including research and advisory, consumer insights, executive partnerships and custom consulting.

• Work with the account manager, to coordinate, prepare for and conduct, midpoint commercial check-ins with the economic buyer, to communicate business value impact being delivered. 

• Track engagement, satisfaction and growth metrics, and report outcomes to Lux leadership.

• Share learnings that improve our client experience tools, training and best practices.

How success is measured

Lux is primarily a subscription business, so client retention is the primary measure of success in this role: clients who actively use Lux, see a clear return on their investment, and choose to renew year after year. Supporting measures include member onboarding and engagement, responsiveness to client requests, client satisfaction (NPS and analyst inquiry ratings), value confirmed by client decision makers, and growth of client relationships across your portfolio.

Who you'll work with

You will partner closely with account managers, who lead the commercial relationship, and with the research directors, analysts and consultants who deliver Lux research and advisory. Externally, you will work with innovation, R&D, strategy and insights leaders at global energy and chemicals companies, from day-to-day users to senior executives.

What you'll bring

• Required: industry experience in the energy and/or chemicals sector, gained either within an energy or chemicals company or serving clients in these industries, with a working knowledge of their technology, innovation and commercial priorities.

• 7+ years in client success, account or engagement management in B2B research, advisory, consulting or information services, including ownership of senior client relationships.

• 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, and the curiosity to connect client priorities to research.

• Proficiency with CRM and engagement analytics tools such as Salesforce, and ability to integrate AI tools in daily work for increased efficiency.

• 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.

Equal opportunity

Lux Research is an equal opportunity employer. We welcome applicants of all backgrounds and do 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.