Customer Success Manager (Greater China)

The role

You will own the post-go-live lifecycle for a portfolio of English- and Mandarin-speaking accounts. You will drive product adoption, resolve day-to-day issues and find growth opportunities for clients in Greater China.

What you will do

• Own a portfolio of English- and Mandarin-speaking accounts, driving product adoption, commercial growth and retention, and day-to-day relationship management
• Build an understanding of clients' business models and payment flows to identify improvement opportunities
• Use data, product knowledge and business understanding to drive and capture upsell, cross-sell and new use case opportunities with Account Management and Sales
• Act as a day-to-day point of contact for client stakeholders on product usage and issue resolution
• Manage solutioning discussions for new use cases with Product and Engineering teams
• Monitor key performance metrics such as payment success rates, payment volume growth and payment method adoption, and flag issues proactively
• Mitigate risks and escalate issues as appropriate to drive high customer satisfaction and optimize net revenue
• Coordinate cross-functionally with Product, Engineering, Risk and Commercial teams to solve client pain points

Required qualifications

• 3 to 5 years of experience in Customer Success, Account Management or related client-facing roles within B2B SaaS, fintech or payments
• Familiarity with payments and alternative payment methods (APMs) across Southeast Asia
• Experience managing client accounts, including product adoption, commercial growth and retention, and day-to-day relationship management
• Ability to engage confidently with client managers and product or technical leads
• Working understanding of technical products such as APIs, integrations and payment flows, and ability to explain them to clients
• Business proficiency in English and Mandarin
• Experience working cross-functionally with Sales, Product, Engineering and Operations teams
• Strong problem-solving and critical thinking, with a proactive, analytical and detail-oriented approach

Nice to have

• 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, such as transaction success rates
• Intellectually curious with a growth mindset

About the company

Xendit is an enterprise payments platform offering payment processing, global payouts, localized FX, identity compliance and fraud protection through a unified API layer. It serves clients across Southeast Asia and global markets.