Customer Success Manager (Greater China)

Xendit is an enterprise payments platform powering complex financial operations across Southeast Asia and global markets. We provide a unified API layer combining payment processing, global payouts, localized FX, identity compliance, and fraud protection. As a trusted financial partner backed by top-tier global investors, Xendit processes high-throughput transaction flows for leading global platforms including Meta, Traveloka, ByteDance, Wise, and Grab, building resilient payment infrastructure to drive regional commerce forward.

About the Job

At Xendit, we are looking for a Customer Success Manager (CSM) to support our Greater China clients and help drive their success on our platform.

In this role, you will own the post-go-live customer lifecycle for a portfolio of Chinese-speaking accounts, working closely with clients to drive adoption, resolve day-to-day issues, and surface opportunities for growth. You will build a solid understanding of your clients' payment flows and business needs, and use that understanding to make practical recommendations that improve their experience.

You will work with both technical and business stakeholders, supporting solutioning discussions and coordinating with Product, Engineering, and Commercial teams to resolve client needs.

This role is ideal for someone earlier in their Customer Success career who has a working knowledge of payments and alternative payment methods in Southeast Asia, and is comfortable managing client relationships in a fast-paced, high-growth environment.

Minimum Qualifications

3–5 years of experience in Customer Success, Account Management, or related client-facing roles within B2B SaaS, fintech, or payments environments

Familiarity with payments and alternative payment methods (APMs) across Southeast Asia

Experience managing client accounts, including supporting adoption, retention, and day-to-day relationship management

Ability to engage confidently with client stakeholders (managers and product/technical leads)

Working understanding of technical products (e.g. APIs, integrations, payment flows) and ability to explain product capabilities to clients

Excellent communication skills in English and Mandarin (business proficiency required) to support Greater China clients

Experience working cross-functionally with Sales, Product, Engineering, and Operations teams

Strong problem-solving skills, with a proactive and detail-oriented approach

Preferred Qualifications

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 (e.g. transaction success rates)

Interest in growing into a senior Customer Success or Account Management role

Responsibilities

Own a portfolio of Chinese-speaking accounts, supporting adoption, retention, and day-to-day account health

Build an understanding of clients' business models and payment flows to identify improvement opportunities

Support expansion opportunities (upsell, cross-sell, new use cases) in partnership with Account Management and Sales

Act as a day-to-day point of contact for client stakeholders on product usage and issue resolution

Support solutioning discussions for new use cases, working with Product and Engineering teams

Monitor key performance metrics (e.g. payment success rates, adoption) and flag issues proactively

Manage and escalate risks and issues to ensure high customer satisfaction

Coordinate cross-functionally with Product, Engineering, Risk, and Commercial teams to resolve client needs