Senior Manager, Customer Success

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 an experienced Senior Manager Customer Success to partner with our largest clients and drive long-term growth and success on our platform.

In this role, you will own the post-go-live customer lifecycle, working closely with enterprise clients to maximise adoption, optimise payment performance, and unlock new growth opportunities. You will develop a deep understanding of your clients’ business models, payment flows, and operational challenges, and translate these into actionable strategies that drive measurable outcomes.

You will act as a trusted advisor to both technical and business stakeholders, leading solutioning discussions, identifying opportunities for expansion, and coordinating cross-functional efforts across Product, Engineering, and Commercial teams.

This role is ideal for someone who combines strong commercial acumen with product and technical understanding, and is comfortable managing complex enterprise relationships — including clients in Greater China — in a fast-paced, high-growth environment.

Minimum Qualifications

• 8–10 years of experience in Customer Success, Technical Account Management, or related client-facing roles within B2B SaaS, fintech, or payments environments
• Proven track record of managing and growing enterprise accounts, including driving adoption, retention, and expansion
• Strong commercial mindset, with experience contributing to or owning revenue outcomes (e.g. NRR, upsell, cross-sell)
• Ability to engage and influence senior stakeholders (VP, C-level) across both technical and business functions
• Strong understanding of technical products (e.g. APIs, integrations, payment flows) and ability to translate product capabilities into business value
• Demonstrated ability to operate independently and lead complex client engagements, including managing escalations and competing priorities
• 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 and analytical skills, with a focus on driving measurable customer outcomes 

Preferred Qualifications

• Experience in payments, fintech, or financial infrastructure, particularly in high-growth or global environments
• Prior experience managing enterprise clients in Greater China (Mainland China, Taiwan, Hong Kong)
• Track record of delivering measurable impact (e.g. improving payment success rates, driving revenue growth, expanding product adoption)
• Experience in multi-market or cross-border client environments
• Background in consulting, solution engineering, or strategic account management
• Familiarity with data analysis or performance optimisation (e.g. transaction success rates, funnel optimisation)
• Experience building or contributing to customer success playbooks, frameworks, or segmentation strategies

Responsibilities

• Own a portfolio of Chinese-speaking enterprise accounts, driving adoption, retention, and growth across the customer lifecycle
• Develop deep understanding of clients’ business models, payment flows, and success drivers, and translate these into actionable strategies
• Drive Implementation of expansion opportunities (upsell, cross-sell, new use cases) in partnership with Account Management and Sales
• Act as a trusted advisor to client stakeholders, including senior executives, on product usage, optimisation, and growth opportunities
• Lead solutioning discussions for new use cases, working closely with Product and Engineering teams
• Monitor and improve key performance metrics (e.g. payment success rates, volume growth, product adoption)
• Proactively manage risks, issues, and escalations, ensuring high levels of customer satisfaction and trust
• Coordinate cross-functionally with Product, Engineering, Risk, and Commercial teams to deliver client outcomes
• Support strategic initiatives to scale Customer Success, including playbooks, segmentation, and operational improvements
• Mentor or support junior team members where needed, contributing to overall team capability