Customer Success Manager Operations
Skills
About the Role
You will manage a portfolio of high-value enterprise merchants across Asia as their primary point of contact. You will analyse performance metrics to identify growth and churn-reduction opportunities, lead business reviews, and handle escalations with a solution-oriented mindset. You will collaborate with Product, Compliance, Tech, and Commercial teams to support complex merchant needs, use HubSpot to track merchant health and lifecycle touchpoints, identify upsell and cross-sell opportunities, attend key events (including international travel), and improve internal processes and documentation.
Requirements
- Minimum 5 years in Customer Success, Account Management, or similar role
- Proven track record managing high-value or enterprise accounts across Asia
- Experience negotiating contracts and optimising merchant outcomes
- Excellent communication and stakeholder management skills
- Technical knowledge 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 hands-on 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
- Collaborate closely with Product, Compliance, Tech, and Commercial teams
- Lead business reviews and present performance insights and improvement plans
- Use HubSpot to track merchant health and manage lifecycle touchpoints
- Handle escalations professionally and with speed
- Identify upsell and cross-sell opportunities based on merchant performance
- Attend key events and travel internationally to meet strategic merchants
- Maintain a deep understanding of products and services to guide merchants
- 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 6 countries
- Working equipment provided