Senior Customer Success & Account Manager

Capcon Asia; Kuala Lumpur; Remote; MYR 120,000 - 200,000; Full time

Job summary

Capcon Asia seeks a senior Customer Success Manager to lead client relationships and ensure satisfaction through product adoption and retention strategies. This role emphasizes managing enterprise clients primarily in the SaaS space, requiring fluency in Mandarin and a strong commercial mindset. The position offers flexibility with a remote-first approach and significant earning potential based on performance.

Benefits

13th month salary

Flexible working hours

Regional travel flexibility

Qualifications

• 8+ years of experience in Customer Success / Account Management / Solution Consulting.
• Proven track record with enterprise/regional clients in SaaS.
• Ability to manage complex relationships with senior compliance/risk stakeholders.

Responsibilities

• Lead customer success engagements post-implementation.
• Drive product adoption, usage, and retention across accounts.
• Identify up-sell/cross-sell opportunities and manage renewal cycles.

Skills

Customer Success Management

Account Management

Fluency in Mandarin

Commercial Mindset

Job description

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