Capcon

Senior Customer Success & Account Manager

Capcon  •  Kuala Lumpur, MY (Onsite)  •  5 months ago
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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
Capcon

About Capcon

Capcon accelerates potential by connecting exceptional talent with ambitious, forward-thinking companies. We go beyond traditional recruitment services, curating each candidate’s journey with a personal touch whilst working hand-in-hand with hiring managers to create direct connections that matter. Our approach is built on deep client knowledge, authentic relationships, and an unwavering commitment to mutual success. We don’t simply fill job vacancies, we enable futures, empowering both organisations and individuals to achieve their fullest potential.

Industry
HR & Recruiting
Company Size
11-50 employees
Headquarters
Kuala Lumpur, MY
Year Founded
2016
Website
capcon.asia
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