Customer Success Manager

Description

Imagine catching criminals before they strike—that’s exactly what Napier’s AI-powered platform does! By analysing transactions and customers in real time, Napier AI’s technology empowers financial institutions to spot suspicious activity, like money laundering, and stops it in its tracks Napier AI’s technology works like a digital detective, combining AI with smart analytics to outthink criminals and protect people’s money from becoming criminal proceeds. It’s not just about stopping crime—it’s 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:
Similar to Key Account Manager in many organisations, Napier’s Customer Success Managers are ultimately responsible for the full post-sales relationship lifecycle of our clients, helping them derive maximum value from their investment in the Napier Continuum platform. Through your partnership, clients will achieve successful adoption, realise business outcomes, and continue to grow with us. Few roles have a more direct impact on client satisfaction, retention, and overall company growth.

You’ll act as a strategic partner to your clients, developing a deep understanding of their business, objectives, and challenges. You’ll work closely with cross-functional teams and senior stakeholders, guiding clients post onboarding through to optimisation and renewal. Acting as the client’s internal advocate, you’ll ensure they receive a world-class experience and will help shape how we continue to evolve and deliver value. If you thrive on building strong relationships and delivering tangible results, you’ll love this role

What you'll be doing:

• Own the post-sale journey of your clients, leading engagement, retention, and growth in close partnership with all departments.
• Build and maintain strong relationships with senior stakeholders across business, risk, compliance, product, and technology functions
• Develop and execute success plans that align Napier’s solutions with client objectives and requirements
• Lead regular business reviews to assess performance, share insights, and identify opportunities to optimise value and expand usage
• Partner with internal teams (Product, Engineering, Support, and Professional Services) to deliver a seamless client experience and resolve issues quickly
• Identify and drive cross-sell and upsell opportunities aligned to client needs and roadmap
• Track key metrics that focus on our clients ROI to ensure account health and long-term value
• Serve as the voice of the customer internally, influencing product and roadmap decisions through feedback and insights
• Champion customer stories (case study) and success to help scale best practices across the region and business

Do you have what it takes:

• 10+ years in senior client-facing roles such as Customer Success, Key Account Manager, Business Development, or Consulting, ideally within Financial Crime Compliance
• Confident communication and executive presence, capable of translating technical capabilities into meaningful business impact
• Demonstrated success managing strategic, enterprise accounts with complex stakeholder landscapes and high-value outcomes
• Deep understanding of financial crime compliance (AML, KYC, sanctions), risk and regulatory technology, and the broader SaaS ecosystem
• Experienced in leading C-level conversations across business, risk, compliance, and IT, driving alignment and influencing decision-making
• Proven ability to navigate ambiguity, manage change, and deliver value in scaling or fast-growth environments
• Strong commercial acumen with a track record of driving renewals, expansion, and account growth while maintaining high client satisfaction
• Skilled in cross-functional leadership, partnering effectively with Product, Sales, Support, and Professional Services teams to drive customer outcomes
• Confident using CRM and success platforms (e.g., HubSpot), and familiar with technical concepts like APIs, data integrations, and cloud infrastructure
• A calm, strategic thinker with strong judgment and the ability to manage complex client challenges with professionalism and clarity
• Willingness to represent Napier occasionally at industry events, conferences, and client forums across the region as a brand ambassador when required
• Experience managing and growing client relationships across Asia, with sensitivity to cultural, regulatory, and operational nuances in diverse markets
• Fluency in Cantonese and/or Mandarin highly regarded, given the regional client base

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

About Napier AI

We are compliance technology specialists. Our platform is founded on broad experience and deep expertise; and our products increase efficiency and minimise risk by successfully combining big data technologies with AI and machine learning. It all adds up to the world’s first truly intelligent compliance platform.

But tech is only half the story. Our intelligent approach is applied to underpin your policy, process and procedure, so you can focus on specific outcomes. The Napier platform is fast, scalable and easily configurable, as well as user-friendly. It rapidly strengthens your AML defences and trade compliance capabilities, while meeting your company’s compliance obligations and challenges in any sector.