Job Title

Customer Success ManagerApplication Deadline: 2 May 2025Department: Customer SuccessEmployment Type: Full TimeLocation: SydneyDescriptionNapier is a new breed of financial crime compliance technology specialist. Our AI enhanced platform Napier Continuum transforms compliance from legal obligation to competitive edge.At Napier, our mission is to fight financial crime through automation & AI. We believe that by automating the detection and prevention of financial crime, we can make the world a safer place for everyone.Collaboration, innovation and wonderful people are just some of the reasons to bring your career to Napier. Our culture is shaped by our core values that promote equality, creativity, and opportunity in everything we do.After another successful investment round, we are looking to fuel our ongoing growth and to further invest in our AI products, we are hiring for a Customer Success Manager to cover APAC. Were looking for a Customer Success Manager to drive customer success across our existing APAC accounts, spanning Banking, Payment Providers, Fintech, Superannuation, Insurance, Wealth and more.You will oversee the customer journey from onboarding to renewal, advocate for customer needs internally, and work cross-functionally with sales, professional services, product, and support teams to drive value and long-term retention.Key ResponsibilitiesCustomer-Obsessed: You are passionate about driving customer success and ensuring clients receive maximum value from our solutions, always acting as a strong advocate with a balanced view.Strategic & Proactive: You have a strategic mindset and are able to independently drive initiatives, manage large portfolios, and foresee potential challenges while implementing effective solutions.Collaborative Leader: You excel in working cross-functionally with teams like sales, professional services product, and support, bringing a unified approach to managing complex client relationships and influencing product and business strategies.Process-Driven: You possess strong process management skills, able to break down complex challenges, map out clear workflows, and execute solutions to optimize customer outcomes and operational efficiency.Implementation and Onboarding: You have hands-on experience managing client onboarding and implementation processes, ensuring seamless integration and configuration of complex solutions, and driving the client towards successful adoption from day one.Oversee the entire end-to-end onboarding and implementation process, ensuring successful integration of Napiers solution into client environments.Manage the project plan for onboarding, tracking progress, and ensuring on-time delivery.Lead project meetings with clients, ensuring clear action points, and providing minutes to stakeholders.Track and manage project financials, ensuring that implementation stays within budget.Provide ongoing support to clients through the critical go-live phase and beyond. Ensuring a smooth transition to production and customer satisfaction during this phase is a key element of the role.Collaborate with internal teams and clients to plan, schedule, and execute version upgrades, ensuring all stakeholders are informed and well-prepared for system enhancements or new features.Strategic Client Relationships: Serve as the primary strategic advocate for an assigned portfolio of clients, ensuring alignment with business goals and driving customer outcomes.Customer Success Planning: Develop and execute detailed customer success plans, identifying key milestones, and ensuring measurable value and ROI for customers.Proactive Engagement and Relationship Management: Deliver ongoing engagement through regular QBRs, drive feature adoption, and proactively identify opportunities to minimize churn and improve customer satisfaction.Cross-Sell and Upsell Initiatives: Work closely with GTM and internal teams to drive revenue growth through cross-sell and upsell opportunities while ensuring client satisfaction and retention.Voice of the Customer: Gather client feedback to shape product improvements and advocate for customers needs internally, ensuring that their concerns are heard and addressed in product development cycles.Skills, Knowledge & ExpertiseExperience: 4+ years in customer success, account management, or related roles, ideally within SaaS, tech, or financial services environments.Enterprise Client Expertise: Proven success in managing enterprise-tier customers, driving high engagement, and ensuring long-term client retention and satisfaction.Tech Savvy: Strong understanding of financial crime prevention technology, SaaS solutions, and the compliance landscape (AML, KYC, sanctions).Customer-Centric: A passion for delivering value to customers, and the ability to advocate for their needs while balancing business goals.Cross-Functional Leadership: Strong collaboration skills to drive initiatives across multiple teams (sales, product, support, etc.) to maximize customer satisfaction.Problem Solving: Ability to identify and address potential customer challenges proactively, breaking down problems and executing solutions efficiently.Change Management: Comfortable managing client transitions through product and process changes, change requests and coordinating the necessary training and support.Tools & Technologies: Proficiency with CRM and customer success tools (e.g., HubSpot, and a familiarity with APIs, cloud solutions, and data integration.Excellent problem-solving skills and experience providing support to a wide customer base, ability to adapt quickly to changing circumstances.Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to a wide and varied audience.A strong background in delivering client technology projects.Why Napier?Innovation: Be a part of a forward-thinking company at the cutting edge of AI-powered financial crime prevention.Culture: Join a dynamic, diverse, and collaborative team where your ideas will be valued and heard.Growth: Play an integral role in a fast-growing global company. #J-18808-Ljbffr