Senior Customer Success

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Capcon Asia Full time 250,000 - 350,000 per year


Why is this role exciting?

  • Join a globally recognised AI-powered AML compliance platform, headquartered in London.
  • Be the key relationship driver for high-profile accounts (Banking institutions, Asset management,...)
  • Take over a strategic portfolio and lead renewals, up-sells, and cross-sells across enterprise clients.
  • Work cross-functionally while reporting directly to the Head of Customer Success (based in Australia).
  • Earn up to MYR350k in commission based on performance, with a strong support structure in place.

Key Projects

  • Own and expand a portfolio of enterprise/regional clients in APAC.
  • Deliver tailored success plans, QBRs, and customer advocacy initiatives.
  • Support long-term adoption, client satisfaction, and commercial growth.
  • Work closely with implementation and technical teams (based in Malaysia) to support customised solutions.

Responsibilities

  • Lead customer success engagements post-implementation.
  • Serve as the key point of contact for enterprise clients (mainly compliance stakeholders).
  • Drive product adoption, usage, and retention across accounts.
  • Identify up-sell/cross-sell opportunities and manage renewal cycles.
  • Coordinate with internal teams to escalate client needs and support roadmap input.
  • Track client health scores and proactively address churn risks.

Must Have

  • 8+ years of experience in Customer Success / Account Management / Solution Consulting
  • Proven track record with enterprise/regional clients in SaaS
  • Fluency in Mandarin (required); Cantonese a strong plus
  • Commercial mindset with experience in renewals, up-sells, and cross-sells
  • Ability to manage complex relationships with senior compliance/risk stakeholders

Nice-to-have

  • Experience in AML/KYC/Compliance or Cybersecurity SaaS
  • Background in managing configurable platforms or financial systems

Level / Grade

  • Report directly to the Head of Customer Success

Work arrangement / Location

  • Remote-first (WFH) with flexibility and regional travel as needed
  • Flexible working hours (peak meetings: 46 PM MYT)
  • 13th month salary

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