Analyst/Associate - Customer Success & Client Acquisitions

Role Purpose

This role sits at the intersection of performance marketing and client acquisitions operations. You will work with both the Marketing and Commercial teams to execute how Keenai generates, converts, and onboards clients, from campaign and event-led lead generation through to funnel conversion and compliant onboarding, while ensuring the Sales team adheres to the relevant regulatory and compliance requirements across jurisdictions.

You will support a data-driven client acquisition engine: helping set channel and campaign strategy, tracking performance against acquisition metrics, and partnering closely with the Marketing and Commercial teams, RMs, Legal, and Compliance to generate, convert, and onboard clients into active, well-onboarded accounts.

Key Responsibilities

• Acquisition Strategy & Performance Marketing: Support the end-to-end client acquisition funnel strategy. Help define and prioritise channels (campaigns, events, partnerships, referrals) based on CAC, conversion rate, and pipeline quality. Track targets and report on acquisition performance to leadership.
• Campaign & Event-Led Lead Generation: Plan, coordinate, and measure client-facing events, roadshows, and acquisition campaigns as strategic lead-generation channels. Manage logistics, guest and vendor management, and post-event follow-up, and track ROI and lead-to-client conversion for each initiative.
• Funnel & Conversion Analytics: Build and maintain reporting on the acquisition funnel from lead to onboarded client. Identify drop-off points and friction, and recommend process or channel changes that improve conversion and time-to-onboard.
• Client On-boarding: Conduct thorough customer due diligence, analyse customer activities, and keep the company's KYC records current per internal standards and regulatory guidelines, ensuring onboarding operations keep pace with acquisition volume.
• Document Analysis: Assess customer identity documents, source of wealth documentation, adverse screening, company registries, business structures, beneficial ownership, and other sources and collaterals needed to make the assessment.
• RM Enablement: Support RMs' acquisition efforts by coordinating prospect documentation, expediting onboarding turnaround, and removing friction that could delay a lead from converting into an active client. Liaise with RMs to collect, verify, and follow up on required client documents; flag gaps or discrepancies before submission.
• Risk & Compliance Oversight: Ensure adherence to internal SOPs, regulatory requirements, and audit standards throughout the onboarding lifecycle. Conduct periodic reviews of client transaction history and account usage, and escalate activities exceeding internal risk tolerance or regulatory guidelines to Keenai's relevant teams.
• Records Keeping: Ensure customer records are accurate, organised, and updated as required, in compliance with data privacy regulations and internal data security protocols.
• Client Communication: Communicate with clients and prospects clearly and professionally through Keenai's approved communication channels, across both marketing and onboarding touchpoints.
• Stakeholder Management: Coordinate with Marketing, Compliance, Risk, and Operations teams to align campaign activity with onboarding capacity, and to resolve queries and expedite approvals.

Relevant Experience

• Experience in performance marketing, growth, or acquisitions roles, ideally with ownership of funnel metrics (CAC, conversion rate, ROI).
• Experience planning or coordinating client events, roadshows, or acquisition campaigns.
• Experience in partnerships, business development, or value engineering roles.
• Familiarity with AI or conversational AI technologies.
• Prior 0-1 startup or fast-paced high-growth environment experience.

Success Metrics

• Client acquisition cost (CAC) and lead-to-client conversion rate
• Number and ROI of events/campaigns run
• Time to on-board client account
• % of onboarding cases resolved within target timeframe
• Number of timely account / portfolio reviews
• Number of aged/escalated cases
• On-boarding TAT:
• TAT from Operations for key client topics
• Average time from document receipt to account activation, measured against SLA targets.

Qualifications

• Proficiency in verbal and written English.
• 2 to 4 years of relevant experience; based in Singapore, full-time, 5 days a week in office.
• Domain knowledge in Wealth Management is a plus.
• Experience with performance marketing tools and analytics (e.g., GA4, Meta/Google Ads, CRM reporting) is a plus.
• Working knowledge of KYC/AML regulations and onboarding documentation requirements.
• Proficiency with CRM and onboarding/workflow systems (e.g., Salesforce, proprietary onboarding platforms), with hands-on experience running campaigns on MoEngage (or similar marketing automation/CRM platforms).
• Strong attention to detail and organizational skills; comfortable managing multiple campaigns and cases simultaneously.
• Ability to do process gap identification and support with process streamlining.