VP, Customer Success and Support

The role

Lead the global Customer Success and Support organizations across multiple countries. Own the full merchant lifecycle and drive client retention as the platform expands worldwide.

What you will do

• Build and lead a global team in Customer Success and Support across multiple countries
• Turn merchant feedback into clear requirements for Product and Engineering
• Establish, monitor and optimize core performance indicators
• Use data to map user journeys, anticipate risk and find portfolio expansion opportunities
• Foster lasting partnerships with key strategic clients and act as executive sponsor for high-priority accounts
• Keep client management and success playbooks compliant with Risk and Legal controls
• Lead support and success teams with strategies adapted to each market
• Lead teams through change and rapid growth

Required qualifications

• 8+ years of professional experience managing Customer Success and/or Support and scaling leadership across merchant operations, support or client success in high-growth tech
• Deep familiarity with payment infrastructure, financial technology or SaaS platforms
• Direct experience steering end-to-end processing workflows, spanning authorization, clearing, settlement, payouts and dispute resolution
• Proven ability to guide organizations through rapid expansion and operational transformation
• Strong product instinct, with a history of translating operational friction into engineering specs
• Comprehension of financial compliance, risk controls and regional regulatory frameworks
• Rigorous analytical approach to complex problems and data-driven processes
• History of supporting merchant tiers from SME to global multi-market enterprises

Benefits

• Work directly with the President and Global Head of Product
• Exposure across Xendit's products and markets
• Collaboration with leaders throughout the company

About the company

Xendit is an enterprise payments platform offering a unified API layer for payment processing, global payouts, localized FX, identity compliance and fraud protection across Southeast Asia and global markets. It is backed by top-tier global investors.