Senior Manager, Customer Success

About the role

You own the complete enterprise journey from first contact to long term value realization, guiding Chinese speaking clients across Greater China. You translate complex payment flows into clear strategies that drive adoption and retention for Xendit. You act as a trusted advisor, aligning product capabilities with business goals for both technical and executive stakeholders. This role suits someone with commercial sense, product insight, and comfort in fast moving, high growth environments. You will operate at the forefront of enterprise payment adoption in a dynamic and evolving market landscape. The position demands a proactive mindset that anticipates client needs and delivers measurable outcomes. You will be instrumental in shaping the narrative of digital transformation for businesses in the region. Success in this role is defined by your ability to turn strategic vision into operational reality for key accounts.

Key facts

What you'll do

Setting strategic account plans that map client business goals to Xendit payment capabilities and expansion paths.

Designing tailored onboarding journeys that accelerate time to value for Chinese speaking enterprise customers.

Analyzing payment performance data to identify bottlenecks and define experiments that lift success rates.

Guiding product adoption by coordinating with Product and Engineering teams around roadmap priorities.

Building trusted relationships with C level and technical stakeholders to uncover new opportunity areas.

Orchestrating cross functional collaboration among Sales, Product, Engineering, and Operations for complex deals.

Championing best practices that standardize playbooks while allowing regional customization.

Owning end to end relationship health, forecasting risks, and driving retention and expansion outcomes.

Communicating clearly in English and Mandarin to serve clients across Greater China markets.

Translating intricate payment flows into business narratives that show clear value for stakeholders.

Conducting deep discovery sessions to uncover latent needs and align solutions with client objectives.

Facilitating workshops that align stakeholders and clarify the path to successful implementation.

Monitoring market trends to adjust strategies and ensure relevance in competitive landscapes.

Documenting interactions and insights to build a scalable knowledge base for the organization.

Requirements

You bring 8 to 10 years of experience in customer success, technical account management, or similar client facing roles.

You have a record of growing enterprise accounts, improving adoption, retention, and expansion metrics.

You combine strong commercial thinking with understanding of product and technical concepts.

You can influence senior stakeholders including VPs and C level leaders across functions.

You understand APIs, integrations, and payment flows well enough to explain their business impact.

You work independently while managing many complex client engagements and priorities.

You communicate professionally in English and Mandarin to support clients in Greater China.

You partner easily with Sales, Product, Engineering, and Operations teams.

You solve problems analytically, focusing on measurable improvement in customer outcomes.

You demonstrate resilience and adaptability in a high velocity, target driven environment.

You maintain strict confidentiality and handle sensitive client information with integrity.

You are committed to following processes and ensuring compliance with company standards.

You take ownership of your work and are accountable for results and deadlines.

You are comfortable working with distributed teams across different time zones.

Nice to have

Experience in payments, fintech, or financial infrastructure within fast growing or global settings.

Track record of succeeding with enterprise clients in Mainland China, Taiwan, Hong Kong.

Evidence of improving payment success, driving revenue growth, and expanding product adoption.

Experience in markets spanning multiple countries and regulatory contexts.

Background in consulting, solution engineering, or strategic account management.

Familiarity with data analysis focused on transaction success rates and funnel optimization.

Experience creating or contributing to customer success playbooks and segmentation strategies.

What you'll do

Xendit provides payment infrastructure across Southeast Asia and is expanding to Greater China and LATAM. We process payments, power marketplaces, disburse payroll and loans, provide KYC solutions, prevent fraud, and help businesses grow exponentially.