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Senior Customer Success & Account Manager
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
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
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.