Xendit - Customer Success Manager (Greater China)
Requirements
• 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 • 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
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