Senior Customer Success Manager

Job Location:

Kuala Lumpur - Malaysia

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Imagine catching criminals before they strike - thats exactly what Napiers AI-powered platform does! By analysing transactions and customers in real time Napier AIs technology empowers financial institutions to spot suspicious activity like money laundering and stops it in its tracks.

Napier AIs technology works like a digital detective combining AI with smart analytics to outthink criminals and protect peoples money from becoming criminal proceeds. Its not just about stopping crime - its about making the financial world safer and more trustworthy for everyone.

Collaboration innovation and wonderful people are just some of the reasons to bring your career to Napier. Our culture is shaped by our core values that promote equality creativity and opportunity in everything we do.

Overview of the role: Senior Customer Success Manager

We are seeking an experienced Senior Customer Success Manager to own the post-sales lifecycle for enterprise financial institutions driving continuous and measurable value realisation from the Napier Continuum platform. You will act as primary value orchestrator governance lead and commercial accountability owner across your account portfolio - from go-live through adoption maturity progression and renewal.

This is a value delivery function not a relationship management role. You will own customer outcomes adoption governance and maturity progression. You will operate at executive level hold difficult conversations and connect platform capability to measurable business and compliance impact.

This role carries clear commercial responsibilities including owning retention strategy and influencing renewal and expansion outcomes for your assigned accounts.

What youll be doing: Senior Customer Success Manager

Customer Partnership & Strategic Influence

Own the post-sales lifecycle across Adopt and Scale phases driving value attainment operational embedding and platform maturity.
Build and maintain executive-level relationships across compliance risk technology and operations.
Develop and continuously evolve Success Plans tied to phased value milestones and measurable customer KPIs.
Conduct structured maturity assessments across operational workflow integration governance and enablement dimensions - using maturity progression to drive roadmap and expansion conversations.
Maintain a structured health view combining adoption depth executive engagement value attainment support trends and stakeholder continuity.
Lead business reviews at both operational and executive level focused on value progress and forward roadmap.

Value Realisation & Commercial Growth

Track progress against value milestones and intervene proactively when attainment is at risk - not at renewal.
Own retention strategy for assigned accounts grounding renewals in demonstrated value rather than commercial negotiation.
Identify and drive expansion opportunities through maturity progression in partnership with Sales.
Align platform capabilities and new modules to evolving customer needs and regulatory requirements.

Cross-Functional Leadership

Own escalation governance for assigned accounts leading structured risk reviews and recovery plans for accounts showing health deterioration executive disengagement or adoption stall.
Partner with Product Engineering Support and PS to deliver a consistent customer experience across the lifecycle.
Contribute to quarterly portfolio-wide initiatives across adoption enablement governance advocacy and commercial readiness.
Act as voice of the customer internally feeding structured insight into product delivery and support.

Product Expertise & Customer Education

Develop deep expertise in Napiers platform and the regulatory environment customers operate in.
Connect platform capabilities to operational outcomes - not feature adoption as an end goal.
Lead enablement sessions to drive adoption depth and platform sophistication.
Translate product developments into business and compliance impact for customer stakeholders.

Customer Experience & Journey Ownership

Own the customer value journey from go-live through advocacy and renewal.
Build and improve engagement models and governance frameworks suited to each accounts complexity and maturity.
Ensure no account operates without structured governance or visible value tracking.

Industry Engagement & Thought Leadership

Represent Napier at industry events and client forums.
Maintain a strong market network across regulatory developments competitive landscape and customer trends.
Champion customer outcomes through case studies and advocacy scaling best practice across the portfolio.

Do you have what it takes:

10 years in enterprise Customer Success Consulting or strategic account leadership in B2B SaaS.
Proven ability to build Success Plans run maturity assessments and track value - not just manage relationships.
Track record of managing complex multi-stakeholder enterprise accounts with high-value commercial outcomes.
Experience managing at-risk accounts proactively - recovery plans executive re-engagement measurable exit criteria.
Comfortable operating at C-suite level across compliance risk technology and business functions.
Commercial acumen with a track record of driving renewals and expansion through value delivery.
Able to translate technical and regulatory complexity into clear business impact.
Strong cross-functional collaborator - influencing without authority across product delivery sales and support.
Calm under pressure with the judgment to hold difficult conversations constructively.

Nice to have:

Background in fintech Regtech or regulated financial services.
Exposure to AML KYC transaction monitoring sanctions screening or related financial crime disciplines.
Experience with Tier 1 and Tier 2 banks payment providers wealth managers or digital asset firms.
Familiarity with FATF EU AML Directives FCA MAS or equivalent regulatory frameworks.

Why Napier

Comprehensive private healthcare
18 days of annual leave increasing with tenure bank holidays your birthday and an additional wellness day too.
Employee Provident Fund
Group Life Assurance
Work from anywhere for up to 1 month
Flexibility in work schedules and locations ensuring a work-life balance.
- This role can be fulfilled either with a hybrid approach or fully in-office depending on your preference.
An open and flexible culture that allows you to work in the best way for you.

Please note applicants must have the right to work in Malaysia. We are unable to offer sponsorship or take over sponsorship of employment visas at this time.

Required Experience:

Manager