Customer Success Manager
Skills
About the Role
You will manage a portfolio of high-value enterprise merchants across Asia and act as their primary point of contact. You will analyse performance metrics to identify growth and churn-reduction opportunities, lead business reviews, and present improvement plans. You will collaborate with Product, Compliance, Tech, and Commercial teams to support complex merchant needs, handle escalations, and identify upsell and cross-sell opportunities. You will use HubSpot to track merchant health, attend key events (including international travel), and contribute to improving 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
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
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