Description
Napier 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 successfully securing a £45million investment to fuel our ongoing growth and to further invest in our AI products, we are delighted to be looking for a passionate, customer-focused Senior Customer Success Manager to maintain, develop and grow our existing EMEA client base, working with clients across banking, payment providers, fintech/neobanks, wealth/asset/funds management, insurance etc.
As a Senior Customer Success Manager, you will be responsible for driving the success and satisfaction of an assigned book of clients for the EMEA region. In this role, you will act as a strategic advisor, ensuring that customers receive maximum value from our solutions. You will oversee the customer journey from onboarding to renewal, advocate for customer needs internally, and work cross-functionally with sales, product, and support teams to drive user engagement, feature adoption, and long-term retention. You will have the mandate within the organization to search for and identify causes of churn and the influence to enact change. You will also help the business to maximize cross-sell and up-sell. It is a proactive, high-energy, fast-paced environment
but we’ll give you the support you need to thrive.
What you'll be doing: Senior Customer Success Manager
- Work with Professional Services and the client to ensure successful onboarding, working with the various stakeholders, e.g. the client’s technology, compliance & risk teams
- Post-implementation, you will develop a customer success plan with the customer, focused on driving target outcomes and value
- Provide proactive support to our clients by helping them to increase adoption, improve utilisation, and take responsibility for minimizing churn/ensure renewal
- Provide ongoing support to our clients, responding to their queries and coordinating across the various teams to solve their problems
- Drive cross-sell and upsell and expanding contract revenue in conjunction with the sales/account management team
- Play a primary role in shaping the product roadmap based on customer feedback.
- Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, etc
- Actively contribute towards market development work, e.g., working with marketing to create high quality collateral/content and working with the product team to define future requirements
- Function as the voice of the customer and provide feedback on how to better serve our customers.
Do you have what it takes?
The ideal candidate will have
- A true passion for customers – fanatical about getting them the right outcomes, being their advocate
- Proactive self-starter that is self-directed and able to solve problems and execute independently Strong team spirit and able to coordinate across teams, building consensus
- Sales/customer success/account management experience, ideally for other cloud/SaaS solutions Good understanding of technology and familiarity with concepts such as APIs, cloud solutions a benefit
- Strong process management skills – ability to break down a problem, map out process and execute.
Required Skills and Qualifications:
- Minimum of 5-7 years of experience in customer success, account management, or related fields within a SaaS or tech environment.
- Proven experience working with enterprise customers, particularly within financial services or FinTech.
- Demonstrated ability to manage large portfolios of customers and drive high levels of customer satisfaction and retention.
Technical Skills
- Strong understanding of financial crime prevention software, compliance processes, and relevant regulations (e.g., AML, KYC, sanctions)
- Ability to understand technical product features and explain them in non-technical terms to customers
- Proficiency with CRM and customer success tools (e.g., HubSpot, Salesforce, Gainsight)
Why Napier?
Our people are our most valuable asset, as such, we offer the below benefits to all Naperians
- Group life assurance policy
- Income protections policy
- Access to our employee wellbeing programme
- An extra day off to celebrate your birthday
- Enhanced Maternity & Paternity leave
- An open and flexible culture that allows you to work in the best way for you
- Private health and dental insurance
We are compliance technology specialists. Our platform is founded on broad experience and deep expertise; and our products increase efficiency and minimise risk by successfully combining big data technologies with AI and machine learning. It all adds up to the world’s first truly intelligent compliance platform.
But tech is only half the story. Our intelligent approach is applied to underpin your policy, process and procedure, so you can focus on specific outcomes. The Napier platform is fast, scalable and easily configurable, as well as user-friendly. It rapidly strengthens your AML defences and trade compliance capabilities, while meeting your company’s compliance obligations and challenges in any sector.
