Jena Lee
Senior Client Success Manager
Singapore
Summary
Dynamic Customer Success Manager with over 8 years of experience in a high-growth AdTech environment, specializing in managing enterprise and mid-market advertisers, agencies, and app developers. Proven ability to deliver strategic guidance on mobile measurement, attribution, and analytics, effectively translating complex technical products and industry trends into actionable insights that empower partners and clients to make informed business decisions. Expertise in fostering cross-functional collaboration with Product, Sales, and Engineering teams to enhance adoption, retention, and overall client satisfaction. Recognized for cultivating trusted executive-level relationships while serving as a dedicated advocate for customer success in fast-paced, global settings.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Senior Client Success Manager
KOCHAVA
12.2019 - Current
- Work closely with the Manager of Client Success (APAC) who is based in the US to take on shared responsibilities during APAC hours.
- Act as a liaison between the APAC CSMs and HQ to voice concerns and highlight escalations that require attention
- Continuously share learnings and relevant updates with the APAC team from supporting global accounts
- Align the APAC CSM team with common practices from US and EMEA CSM teams.
Client Success Manager
KOCHAVA
05.2017 - 12.2019
- Onboarding and Training: Partnered with sales team members to ensure seamless handoff of newly acquired accounts into the Client Success department's care. Guided new clients through setup, conducted training and review sessions to ensure they understand how to use the platform to achieve their goals.
- Relationship Management: Served as the primary point of contact, building long-term partnerships, and ensuring customer satisfaction.
- Product Adoption and Value Realization: Proactively monitored client's usage of the platform to identify bottlenecks and educated them on best practices and industry changes.
- Preventing Churn and Driving Retention: Identified "at-risk" accounts through data analysis and served as an escalation point for critical client situations, ensuring prompt resolution and maintaining high levels of satisfaction.
- Strategic Advisory and QBRs: Conducted regular business reviews with clients to share performance metrics and discuss future goals and objectives.
- Voice of the Customer: Evaluated client feedback to drive continuous improvement initiatives within the company's products and services offerings.
- Growth and Expansion: Identified upsell and cross-sell opportunities by conducting thorough account reviews and presenting relevant solutions.
- Multi-hat in other roles of supporting the Sales team during Sales calls/meetings and at industry conferences and events.
Digital Account Manager
WEBPUPPIES DIGITAL
05.2016 - 02.2017
- Responded to and pursued inbound sales leads, arranged meetings and delivered sales proposals.
- Developed strong relationships with clients, fostering trust and open communication for better account management.
- Ensured seamless project execution by maintaining clear communication channels between clients, designers, developers, and other stakeholders involved in the process.
- Managed client expectations by setting realistic goals and delivering results within agreed-upon timelines.
- Manage partnership with external agencies for marketing efforts – SEM/SEO/Social
- Took on additional responsibilities of copywriting, copy editing
Account Executive
MCI GROUP ASIA PACIFIC PTE LTD
09.2015 - 04.2016
- Event conceptualisation
- Crafting proposals/solutions
- Event Budgeting
- Onsite event support
Account Executive
JUMP INTERACTIVE
04.2015 - 09.2015
- Worked on various digital projects from web and app development to social and digital marketing campaigns
- Account/Project management
- Copy and content writing
Corporate Communications Executive
NEPTUNE ORIENT LINES
03.2014 - 03.2015
- Part of the core project team working on the revamp of the company Intranet, as well as developing various communication platforms for business functions to engage staff through timely updates of success stories, calendar of events and progress dashboards.
Change Management Executive
NEPTUNE ORIENT LINES
01.2013 - 02.2014
- Manage the communications strategy of the company’s change management program that will be implemented globally across all international branches.
- Selected Accomplishments:
- Designed concept and developed content for the department’s intranet portal. This portal serves as a centralized platform for global counterparts to get information about change management plans and the progress of the company through various initiatives. It is also a platform for project tracking, results analysis, idea submission, generation and discussion.
- Played a part in researching, organizing and implementing a training program through tie-ins with external firms with the overall aim of improving employee efficiency and productivity. Gained plenty of knowledge about Change Management, LEAN and Six Sigma.
- Wrote regular articles about successes within the company to provide recognition to individual staff or teams, as well as articles on events, progress, and plans for the future, with the aim of improving employee morale, communication and efficiency.
- Designed and wrote the company’s quarterly newsletter which is distributed internationally to all sea crew.
- Managed to successfully liaise with international offices in getting them to implement a number of efficiency improving practices and programs.
Education
Bachelor of Arts - Communication Studies, Psychology
UNIVERSITY OF WESTERN AUSTRALIA
Australia01.2012
Diploma - Mass Communication
NGEE ANN POLYTECHNIC
Singapore01.2009
'O' Levels -
CHIJ SECONDARY (TOA PAYOH)
Singapore01.2005
Skills
Client relationship management
Client Onboarding and training
Effective communication skills
Experience with CRM applications (ie Salesforce)
Task management with Asana
SQL database querying
Timeline
Senior Client Success Manager
KOCHAVA
12.2019 - Current
Client Success Manager
KOCHAVA
05.2017 - 12.2019
Digital Account Manager
WEBPUPPIES DIGITAL
05.2016 - 02.2017
Account Executive
MCI GROUP ASIA PACIFIC PTE LTD
09.2015 - 04.2016
Account Executive
JUMP INTERACTIVE
04.2015 - 09.2015
Corporate Communications Executive
NEPTUNE ORIENT LINES
03.2014 - 03.2015
Change Management Executive
NEPTUNE ORIENT LINES
01.2013 - 02.2014
Bachelor of Arts - Communication Studies, Psychology
UNIVERSITY OF WESTERN AUSTRALIA
Diploma - Mass Communication
NGEE ANN POLYTECHNIC
'O' Levels -
CHIJ SECONDARY (TOA PAYOH)