Application Deadline: 29 May 2026
Department: Customer Success
Location: Kuala Lumpur
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: Senior Customer Success Manager
We are seeking an experienced Customer Success Manager to lead the post‑sales lifecycle for enterprise financial institutions, ensuring they realise measurable value from the Napier Continuum platform. You will guide clients from go‑live through adoption, optimisation, and renewal, acting as their strategic partner and primary point of accountability. Regional travel will be required to support key clients and industry events.
This role blends relationship leadership with commercial acumen and technical understanding. You will develop deep insight into customer objectives, financial crime challenges, and regulatory pressures, helping them apply Napier's solutions to drive compliance effectiveness and business outcomes. A confident communicator, you can balance customer needs, market demands, and technical considerations to influence best‑practice usage and long‑term success.
We're looking for someone with strong commercial presence and the ability to operate effectively across diverse markets in Asia, shaping customer strategy while maintaining trusted relationships at senior levels.
You will be recognised as a senior representative of Napier in the region, trusted to engage with regulators, partners, and industry bodies where required.
This role carries clear commercial responsibilities, including influencing renewals and expansion outcomes, though without direct quota ownership.
What you'll be doing: Senior Customer Success Manager
Customer Partnership & Strategic Influence
- Own the post‑sales lifecycle for enterprise clients, driving adoption, retention, and long‑term growth.
- Proactively build strong relationships with executives and senior stakeholders across risk, compliance, technology, operations, and the business.
- Develop success plans that map customer goals to Napier capabilities, ensuring clear ROI and measurable outcomes.
- Lead regular business reviews, sharing insights, performance data, and optimisation recommendations.
Commercial Growth & Value Realisation
- Identify opportunities to expand platform usage, aligning additional modules or capabilities to customer roadmaps.
- Track and analyse account health, usage trends, and commercial indicators to support renewals and upsell motions.
- Collaborate closely with Sales on expansion strategies grounded in customer value, business priorities, and regulatory change.
- Own retention strategy for assigned accounts
- Act with a proactive, commercially minded approach to uncovering growth opportunities and strengthening long‑term account value.
- Identify expansion opportunities through customer maturity and needs evolution
- Drive upsell and cross-sell opportunities in partnership with Sales
- Support renewal strategy and commercial positioning
Cross-Functional Leadership
- Partner with Product, Engineering, Support, and Professional Services to ensure a seamless and consistent customer experience.
- Provide structured feedback and client insights to influence product roadmap and future platform innovation.
- Act as the voice of the customer internally, ensuring customer needs are embedded across teams and processes.
Product Expertise & Customer Education
- Develop deep expertise in Napier's platform and financial crime solutions
- Deliver product demonstrations to customers where appropriate
- Support customers in understanding new capabilities and roadmap evolution
- Lead enablement sessions to increase adoption and platform sophistication
- Translate technical product capabilities into business outcomes
- Build the ability to independently demonstrate core platform capabilities over time
Customer Experience & Journey Ownership
- Own the customer experience across the full lifecycle
- Coordinate internal teams to deliver a seamless customer journey
- Improve engagement models and governance frameworks
- Champion best practice customer experience standards
- Drive consistency of engagement across all customer touchpoints
Industry Engagement & Thought Leadership
- Represent Napier at industry events, conferences, and client forums, strengthening our brand presence across Asia.
- Build and maintain a strong regional network to stay ahead of market trends, regulatory developments, and competitor insights.
- Champion customer success stories (case studies), enabling the business to scale best practices and amplify outcomes across the region.
- Proactively participate in the industry landscape and, where appropriate, contribute as a speaker or thought leader.
Do you have what it takes:
- 10+ years in senior client-facing roles such as Customer Success, Key Account Management, Business Consulting, or similar.
- Strong background in financial crime compliance (AML, KYC, sanctions), regtech, and risk technology.
- Experience supporting customers such as: Tier 1 Banks, Challenger Banks/Neobanks, Payments, FinTech.
- Proven success managing strategic, multi‑stakeholder enterprise accounts with complex delivery and high‑value outcomes.
- Experience engaging at C‑suite level and leading conversations across compliance, risk, business, and IT.
- A strategic thinker with strong commercial acumen and a track record of driving renewals, expansion, and account growth.
- Ability to translate complex technical concepts into clear business value for senior decision‑makers.
- Comfortable navigating ambiguity, managing change, and leading clients through transformation programs.
- Effective in cross‑functional collaboration, influencing without authority, and driving alignment across teams.
- Proficient with CRM and customer success tools (e.g., HubSpot) and familiar with APIs, data integrations, and cloud environments.
- Calm under pressure with excellent judgment, communication skills, and customer empathy.
- Retention and renewal ownership
- Customer value realisation
- Confident commercial presence across the Asia region, including proactive engagement at industry events and ideally the ability to contribute as a speaker or thought leader.
- Able to influence commercial outcomes and strengthen renewal and expansion motions without holding direct quota
Regional Advantage- Experience working with clients across Asia and understanding diverse regulatory, operational, and cultural environments.
- Fluency in Cantonese and/or Mandarin is highly advantageous.
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.
