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 English- and Mandarin-speaking accounts, working closely with clients to drive product adoption, resolve day-to-day issues, and capture 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 business outcome and end-customer experience.

You will work with both technical and business stakeholders, supporting solutioning discussions and coordinating with Product, Engineering, and Commercial teams to problem solve and address 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 driving product adoption, commercial growth & 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 in both languages) to support Greater China clients

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

Strong in problem-solving and critical thinking, with a proactive, analytical 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)

Intellectually curious with a growth mindset

Responsibilities

Own a portfolio of English- and Mandarin-speaking accounts, driving product adoption, commercial growth & 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 portfolio 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

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

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

Effectively mitigate risks and escalate issues as appropriate to drive high customer satisfaction and optimize Xendit net revenue

Coordinate cross-functionally with Product, Engineering, Risk, and Commercial teams to solve pain points and unlock opportunities with clients