Customer Success Manager
Manage a portfolio of high-value enterprise merchants across Asia, serving as their primary point of contact, analysing performance, leading business reviews, supporting complex needs, handling escalations, and identifying upsell and cross-sell opportunities.
Responsibilities
- Manage a portfolio of high-value enterprise merchants in Asia
- Act as the primary point of contact for strategic accounts
- Optimise merchant success by analysing performance metrics and identifying growth opportunities
- Collaborate with Product, Compliance, Tech, and Commercial teams to support complex merchant needs
- Lead business reviews and present performance insights and improvement plans
- Use HubSpot to track merchant health, log communications, and manage lifecycle touchpoints
- Handle escalations with professionalism and a solution-oriented mindset
- Identify upsell and cross-sell opportunities based on merchant performance and product fit
- Attend key events and travel internationally to meet strategic merchants
- Maintain a deep understanding of products and services to guide merchants effectively
- Contribute to continuous improvement of internal processes and documentation
Requirements
- Minimum 5 years in Customer Success, Account Management, or similar roles
- Proven track record managing high-value or enterprise accounts across the Asian region
- Experience in fintech, payments, SaaS, or B2B tech preferred
- Strong commercial mindset with contract negotiation experience
- Excellent communication and stakeholder management skills
- Technical confidence with understanding of APIs, payment systems, onboarding flows, and dashboards
- Hands-on experience using HubSpot
- Strong understanding of blockchain technology, crypto payments, wallets, and compliance frameworks
- Strategic mindset with a hands-on approach to problem-solving
- Ability to work autonomously in a fast-paced environment
- Willingness to travel within Asia and beyond
- Fluency in English and Mandarin
Benefits
- 22 days annual leave plus 6 company days and bank holidays
- Comprehensive health insurance plans
- Extensive benefits program
- Flexible work schedule and remote work options
- Modern offices and co-working spaces across six countries
- Working equipment provided
- Diverse and friendly team
- Open-minded culture
- Performance-based incentives
- Professional development and training opportunities
- Opportunity to shape initiatives