The Role
The Senior Customer Success Manager will oversee the post-sales lifecycle for enterprise clients, ensuring value realization from the Napier Continuum platform, driving adoption and renewal strategies, managing complex accounts, and leading customer engagements at the executive level.
Summary Generated by Built In
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 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.
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 you'll 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 Napier's 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 account's 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.
About
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.
Skills Required
- 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
- Experience managing complex, multi-stakeholder enterprise accounts
- Experience managing at-risk accounts proactively
- Comfortable operating at C-suite level across compliance, risk, technology, and business functions
- Commercial acumen with a track record of driving renewals and expansion
- Able to translate technical and regulatory complexity into clear business impact
- Strong cross-functional collaborator
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The Company
What We Do
Developer of compliance software intended for detecting suspicious and anti-money laundering activities, utilizing big data, AI, and machine learning.
