Manager- Client Services (The Transformation Lead)

About impress

At impress, our mission is to make accurate hiring easier. We combine I/O Psychology with AI to create application screening processes that allow each and every candidate to undergo a structured interview. While candidates benefit from the enhanced experience, recruiters benefit from the AI-assisted evaluation launched in our impress screening tools. Each pre-interview platform is designed to simplify the hiring process for employers and make better candidate decisions at scale. Our platform ensures recruiters can screen candidates effectively, identify top talent efficiently, and make more confident hiring decisions with less bias.

The Role

At impress.ai, we’ve built a reputation for excellence by supporting some of Southeast Asia’s largest banks and ministries. Our retention isn’t just a metric; it’s a testament to our deep commitment to our clients.

As we scale globally in 2026, we aren’t looking for a “caretaker” for our Client Services team. We are looking for an architect. We need a leader who will take our world-class service function and reinvent it for the AI era. You will bridge the gap between high-stakes enterprise expectations and a lean, “automation-first” delivery model.

The Challenge

This isn’t a role for someone who just wants to run a playbook. It’s for someone who wants to write it. You will own the end-to-end Client Services function, but with a twist: you are tasked with making yourself and your team 10x more effective through technology.

Your mandate will be to:

• Disrupt the Status Quo: Move us from traditional support models to a “scrappy but sophisticated” AI-powered ecosystem. Whether it’s chat-based support or agentic workflows, you’ll lead the charge in implementing tools that allow us to scale without bloating the headcount.
• Get Your Hands Dirty: In the morning, you might be at a boardroom table with a CXO of a major bank. In the afternoon, you’ll be in the weeds, configuring a new support bot or refining a workflow.
• Drive Radical Efficiency: We work with limited resources and massive clients. You’ll need an entrepreneurial mindset to build scalable processes where none exist, ensuring “white-glove” service feels effortless to the client but is highly automated on the backend.
• Champion Retention: You will own client outcomes. You’ll ensure that as we innovate, our core promise of clarity, consistency, and trust never wavers.

Responsibilities

1. Modernizing the Support Engine (The Transformation)

• Reinvent the Helpdesk: Audit our current support workflows and transition us from “reactive email support” to a “proactive, AI-augmented” service model.
• Implement “Scrappy” Tech: Take the lead on introducing chat-based support and AI-powered deflection. You’ll be responsible for choosing, implementing, and optimizing the tools that make our service feel like magic to the client.
• Operational Excellence: Own the “Command Center”—SLAs, Time-to-First-Response, and Resolution Quality. You ensure that even as we experiment with AI, our enterprise clients never feel a dip in quality.

2. High-Stakes Client Advocacy & Retention

• Enterprise Escalation Lead: You are the “fixer.” When a Tier-1 Bank or a Ministry has a critical issue, you lead the response with calm, professional authority.
• The Retention Playbook: You don’t just track churn; you predict it. Build the frameworks for health scoring and proactive engagement that keep our NPS industry-leading.
• Revenue Growth: Work closely with Sales to turn “happy clients” into “expanding accounts.” You understand that great service is the best sales tool we have.

3. Team Leadership & Scale

• Coaching the “New Breed” of CS: Manage and mentor a team of Client Service Analysts, evolving their roles from “ticket solvers” to “AI-enabled consultants.”
• Capacity Engineering: Use data to drive resource allocation. You should be obsessed with lowering the “cost-to-serve” through efficiency, not by cutting corners.

You Bring to the Tables

• The Entrepreneurial Spirit: You have a “prove it” mentality. You’ve likely worked in a startup or a fast-paced environment where you had to build the plane while flying it.
• The Change Agent: You have a track record of taking a manual process and making it digital, automated, or AI-driven. You don’t wait for permission to improve things.
• The Enterprise Liaison: You understand the “Real World” constraints of large organizations. You know how to make innovation feel safe for a bank or a ministry.
• The Support Veteran: 4+ years in Client Services, Customer Success, or Service Ops. You know how a world-class support desk runs (ZenDesk, Freshdesk, Salesforce, etc.) and you have a “spidey-sense” for when a client account is at risk.
• The Tool-Builder: You have a track record of actually implementing change. You’ve set up ticketing systems, designed workflows, or integrated automation tools (Zapier, Intercom, AI bots) from scratch.
• Enterprise Credibility: You are comfortable presenting to high-level stakeholders in formal environments (Banks/Ministries) but can switch to “scrappy startup mode” instantly.
• Analytical Rigor: You don’t just say “we’re doing well.” You bring the dashboard to prove it—NPS, NRR, and SLA attainment are your north stars.
• Leadership DNA: You’ve led teams (formally or informally) and know how to keep people motivated during high-pressure cycles.

Our Benefits

• Work with cutting-edge technologies like machine learning, AI, NLP and learn from the experts of their fields in a fast growing international SaaS startup. As a young business, we have a strong culture of learning and development. Join our discussions, brown bag sessions, and research-oriented sessions.
• A work environment where you are given the freedom to develop to your full potential and become a trusted member of the team.
• Opportunity to contribute to the success of a fast-growing, market-leading product.
• Work-from-home setup and all the peripherals you need to succeed in our remote working package.
• Work is important, and so is your personal well-being. The work culture at impress.ai is designed to ensure a healthy balance between the two. impress.ai provides several benefits such as health insurance with no waiting period, including for spouse and children; vaccination support; and paid maternity and paternity leaves. 
• We help you to set up the home office during work from home, pay your internet bills, and offer PF.

Proof is in the pudding—we have a female majority board!