Customer Success Manager, APAC

Location: Singapore

Company

B2B technology company providing AI- and biometrics-powered online identity verification, eKYC, AML, and fraud prevention solutions.

What you will do

• Own customer health, retention, and success plans for enterprise and mid-market accounts across APAC.
• Monitor product usage, support trends, NPS, executive engagement, and contract consumption to identify and address churn risks.
• Advise fraud, risk, and compliance teams on identity verification, AML, emerging fraud vectors, regulatory developments, and workflow optimization.
• Measure customer outcomes including pass rates, conversion improvement, fraud reduction, compliance, and ROI; prepare and lead executive business reviews.
• Drive feature adoption, customer onboarding, user training, and post-go-live platform success with implementation, Product, Support, and Account Management teams.
• Identify expansion opportunities, support commercial business cases, and develop customer references, champions, and executive relationships.

Requirements

• Multiple years of practitioner experience in fraud, identity, AML, or digital risk management.
• Experience managing enterprise accounts with $500K+ ARR, including renewal ownership and GRR/NRR metrics.
• Strong consultative, analytical, commercial, and executive communication skills.
• Experience building customer health frameworks, success plans, ROI narratives, and executive business reviews.
• Data fluency and experience with product usage data and CS platforms such as Planhat, Gainsight, Totango, or equivalent.
• Bilingual Mandarin and English communication skills required.

Nice to have

• Experience with API-based or technically complex SaaS products.
• Experience in a private-equity-backed or high-growth transformation environment.
• Experience creating or contributing to CS playbooks, health score models, or QBR frameworks.

Culture & Benefits

• Values centered on integrity, diversity, empowerment, accountability, and leading innovation.
• Opportunity to shape the future customer success operating model during an intentional transformation.
• Collaboration across Account Management, Implementation, Product, Support, and customer teams.
• Work focused on reducing online identity fraud, money laundering, and other financial crimes.