Senior Customer Success Manager, APAC (Account Management)
Reap helps businesses access financial services by providing stablecoin-enabled corporate cards and cross-border payment solutions without traditional banking requirements.
Funding history
About Reap
Reap helps digital-led businesses manage payments by providing stablecoin-enabled financial infrastructure. With it, businesses can access corporate credit cards without bank accounts, make cross-border payments using stablecoins, and manage expenses globally. Reap serves Web3 companies and traditional businesses seeking efficient payment solutions.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
Own and grow a portfolio of strategic web3 and fintech customers while leading activation, upsell, cross-sell, renewal, and churn-prevention initiatives. Serve as an executive partner to top accounts and build scalable playbooks, health models, dashboards, and lifecycle programs.
Requirements
- 8–10+ years of experience in Customer Success or Account Management with strategic ownership of mid-market or enterprise accounts.
- Experience with web3, crypto, fintech, or payments customers, including stablecoins, wallets, card programs, AML, KYB, and API-driven products.
- Experience designing lifecycle programs, outbound engagement, activation experiments, retention strategies, and customer health models.
- Strong analytics and dashboard-building skills, with fluency in data tools and AI skills.
- Excellent executive communication skills, including MBRs and QBRs.
- Builder mindset and experience creating scalable frameworks in fast-moving environments.
- Fluency in English and Mandarin.
Responsibilities
- Own and grow strategic web3 and fintech customer accounts; run QBRs and EBRs, map stakeholders, and drive multi-product adoption.
- Build trusted relationships with executive stakeholders and identify upsell and expansion opportunities.
- Develop expansion plans, forecast growth, identify risks, and coordinate resolutions across internal teams.
- Design and iterate lifecycle programs, activation experiments, health scoring, churn predictors, dashboards, and intervention playbooks.
- Run structured customer feedback loops and influence product priorities, success metrics, betas, and feature adoption.
- Create account plans, success plans, value reviews, guides, playbooks, and templates for the broader Customer Success function.
