Senior Customer Success & Account Manager

Capcon Asia; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading AI compliance platform is seeking a Senior Customer Success & Account Manager to manage enterprise client relationships. This role involves leading renewals, driving product adoption, and coordinating with various internal teams. The ideal candidate will have over 8 years of experience in customer success or account management, alongside fluency in Mandarin. This position offers a remote-first work arrangement with travel flexibility.

Qualifications

• 8+ years of experience in Customer Success / Account Management / Solution Consulting.
• Proven track record with enterprise/regional clients in SaaS.
• Fluency in Mandarin is required; Cantonese is a strong plus.

Responsibilities

• Lead customer success engagements post-implementation.
• Serve as the key point of contact for enterprise clients.
• Drive product adoption, usage, and retention across accounts.
• Identify up-sell/cross-sell opportunities and manage renewal cycles.

Skills

Customer Success

Account Management

Solution Consulting

Fluency in Mandarin

Commercial mindset

Job description

Senior Customer Success & Account Manager

About the job Senior Customer Success & Account Manager

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