Senior Customer Success & Account Manager

Capcon Asia · Malaysia · posted today ago

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About this role

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.

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.

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.

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