Senior Customer Success Manager

What you'll be doing: Senior Customer Success Manager

• Own the post-sales lifecycle across Adopt and Scale phases, driving value attainment, operational embedding, and platform maturity. 
• Build and maintain executive-level relationships across compliance, risk, technology, and operations. 
• Develop and continuously evolve Success Plans tied to phased value milestones and measurable customer KPIs. 
• Conduct structured maturity assessments across operational, workflow, integration, governance, and enablement dimensions - using maturity progression to drive roadmap and expansion conversations. 
• Maintain a structured health view combining adoption depth, executive engagement, value attainment, support trends, and stakeholder continuity. 
• Lead business reviews at both operational and executive level, focused on value progress and forward roadmap. 

• Track progress against value milestones and intervene proactively when attainment is at risk - not at renewal. 
• Own retention strategy for assigned accounts, grounding renewals in demonstrated value rather than commercial negotiation. 
• Identify and drive expansion opportunities through maturity progression, in partnership with Sales. 
• Align platform capabilities and new modules to evolving customer needs and regulatory requirements. 

• Own escalation governance for assigned accounts, leading structured risk reviews and recovery plans for accounts showing health deterioration, executive disengagement, or adoption stall. 
• Partner with Product, Engineering, Support, and PS to deliver a consistent customer experience across the lifecycle. 
• Contribute to quarterly portfolio-wide initiatives across adoption, enablement, governance, advocacy, and commercial readiness. 
• Act as voice of the customer internally, feeding structured insight into product, delivery, and support. 

• Develop deep expertise in Napier's platform and the regulatory environment customers operate in. 
• Connect platform capabilities to operational outcomes - not feature adoption as an end goal. 
• Lead enablement sessions to drive adoption depth and platform sophistication. 
• Translate product developments into business and compliance impact for customer stakeholders. 

• Own the customer value journey from go-live through advocacy and renewal. 
• Build and improve engagement models and governance frameworks suited to each account's complexity and maturity. 
• Ensure no account operates without structured governance or visible value tracking. 

• Represent Napier at industry events and client forums. 
• Maintain a strong market network across regulatory developments, competitive landscape, and customer trends. 
• Champion customer outcomes through case studies and advocacy, scaling best practice across the portfolio. 

Do you have what it takes:

• 10+ years in enterprise Customer Success, Consulting, or strategic account leadership in B2B SaaS. 
• Proven ability to build Success Plans, run maturity assessments, and track value - not just manage relationships. 
• Track record of managing complex, multi-stakeholder enterprise accounts with high-value commercial outcomes. 
• Experience managing at-risk accounts proactively - recovery plans, executive re-engagement, measurable exit criteria. 
• Comfortable operating at C-suite level across compliance, risk, technology, and business functions. 
• Commercial acumen with a track record of driving renewals and expansion through value delivery. 
• Able to translate technical and regulatory complexity into clear business impact. 
• Strong cross-functional collaborator - influencing without authority across product, delivery, sales, and support. 
• Calm under pressure with the judgment to hold difficult conversations constructively.

• Background in fintech, Regtech, or regulated financial services. 
• Exposure to AML, KYC, transaction monitoring, sanctions screening, or related financial crime disciplines. 
• Experience with Tier 1 and Tier 2 banks, payment providers, wealth managers, or digital asset firms. 
• Familiarity with FATF, EU AML Directives, FCA, MAS, or equivalent regulatory frameworks. 

Why Napier?

• Comprehensive private healthcare
• 18 days of annual leave, increasing with tenure + bank holidays + your birthday and an additional wellness day too.
• Employee Provident Fund 
• Group Life Assurance 
• Work from anywhere for up to 1 month
• Flexibility in work schedules and locations, ensuring a work-life balance.
  • This role can be fulfilled either with a hybrid approach or fully in-office – depending on your preference.
• An open and flexible culture that allows you to work in the best way for you.