Customer Success Manager (Greater China)

Deskripsi pekerjaan

At Xendit, we are looking for a Customer Success Manager (CSM) to support our Greater China clients and help drive their success on our platform. In this role, you will own the post-go-live customer lifecycle for a portfolio of Chinese-speaking accounts, working closely with clients to drive adoption, resolve day-to-day issues, and surface opportunities for growth. You will build a solid understanding of your clients' payment flows and business needs, and use that understanding to make practical recommendations that improve their experience. You will work with both technical and business stakeholders, supporting solutioning discussions and coordinating with Product, Engineering, and Commercial teams to resolve client needs. This role is ideal for someone earlier in their Customer Success career who has a working knowledge of payments and alternative payment methods in Southeast Asia, and is comfortable managing client relationships in a fast-paced, high-growth environment. ### Minimum Qualifications - 3–5 years of experience in Customer Success, Account Management, or related client-facing roles within B2B SaaS, fintech, or payments environments - Familiarity with payments and alternative payment methods (APMs) across Southeast Asia - Experience managing client accounts, including supporting adoption, retention, and day-to-day relationship management - Ability to engage confidently with client stakeholders (managers and product/technical leads) - Working understanding of technical products (e.g. APIs, integrations, payment flows) and ability to explain product capabilities to clients - Excellent communication skills in English and Mandarin (business proficiency required) to support Greater China clients - Experience working cross-functionally with Sales, Product, Engineering, and Operations teams - Strong problem-solving skills, with a proactive and detail-oriented approach ### Preferred Qualifications - Experience in payments, fintech, or financial infrastructure - Prior experience supporting clients in Greater China (Mainland China, Taiwan, Hong Kong) - Exposure to multi-market or cross-border client environments - Familiarity with data analysis or reporting (e.g. transaction success rates) - Interest in growing into a senior Customer Success or Account Management role ### Responsibilities - Own a portfolio of Chinese-speaking accounts, supporting adoption, retention, and day-to-day account health - Build an understanding of clients' business models and payment flows to identify improvement opportunities - Support expansion opportunities (upsell, cross-sell, new use cases) in partnership with Account Management and Sales - Act as a day-to-day point of contact for client stakeholders on product usage and issue resolution - Support solutioning discussions for new use cases, working with Product and Engineering teams - Monitor key performance metrics (e.g. payment success rates, adoption) and flag issues proactively - Manage and escalate risks and issues to ensure high customer satisfaction - Coordinate cross-functionally with Product, Engineering, Risk, and Commercial teams to resolve client needs