Senior Specialist, Customer Success

Who We Are:
ACAMS is the largest international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 115,000 members across 180 jurisdictions, ACAMS is committed to fighting and finding ways to help prevent financial crime through the provision of anti-money laundering/counter-terrorism financing and sanctions knowledge-sharing, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue.

The association's CAMS certification is the gold-standard qualification for AFC professionals, while the CGSS certification is its premier specialist qualification for sanctions professionals. ACAMS has recently expanded its certification portfolio to include the Certified Anti-Fraud Specialist (CAFS), designed to equip professionals with the tools to detect, investigate, and prevent financial fraud.

Through its 60+ Chapters and a robust calendar of global conferences, symposiums, and training events, ACAMS brings together members of the AFC community from around the world to exchange ideas, strengthen networks, and drive meaningful change. Visit for more information.

Opportunity at a Glance
The Sr Customer Success Specialist is an integral part of the APAC team, dedicated to enhancing customer experience and retention. This role ensures all initiatives meet agreed-upon scope, timelines, and budget. We're looking for a proactive individual who will work closely with the team, partnering with sales managers to execute customer success plans, build strong relationships with customers, and collaborate with cross-functional teams to deliver consistently excellent customer experiences. Our ideal candidate is passionate about problem-solving and improving relationships, with a proven track record of managing multiple clients and deliverables concurrently.

Responsibilities

• Operational Relationship Management: Own the overall operational relationship with an assigned portfolio of clients, including onboarding, implementation, training (demo's, business reviews etc.), and ensuring high levels of customer satisfaction. Manage and resolve all customer, sales, and partnership cases (via call or email) within defined KPIs (SLA, Quality, and Customer Satisfaction), providing excellent service experience.
• Sales Partnership: Act as a trusted partner for sales to maintain and execute customer success strategies and best practices to maintain and improve key KPI's (churn, renewals, usage, NPS etc.).
• Effective Communication: Communicate effectively with both internal and customer stakeholders to understand customer needs, maximize retention and growth, and share insights.
• Metrics and Data Management: Maintain existing customer success metrics and data as directed.
• Customer Deliverables Management:
• Ensure timely delivery of all deliverables according to the agreed schedule; prepare regular status reports and conduct regular status meetings with internal and external teams, documenting minutes and actions.
• Coordinate internal resources and third parties/vendors for seamless execution.
• Manage changes to operational scope, schedule, and costs while ensuring process documentation is up to date.
• Event Support: Lead/support the delivery of key ACAMS events (in-person and virtual) as assigned.
• Time Management: Manage personal time effectively to maximize utilization and balance demands from multiple deliverables.

Qualifications

• Minimum bachelor's degree in a business or IT related field required or equivalent experience.
• Up to 5 years of relevant customer success/ customer & account management experience leading delivery. Preferably within the Fintech/ SaaS/ Financial Services sector.
• Experience/ ability managing multiple customer deliverables concurrently.
• Good stakeholder management, organization and influencing skills with good business acumen.
• Technology-savvy and intermediate user of applications like MS Office suite, including reporting and analytics tools, etc.
• Fluency in both written and spoken Simplified Chinese and English is required; additional Asian language proficiency is preferred.

EEO

We are proud to be an EEO employer M/F/D/V. At ACAMS, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.