Customer Success Manager

New

MalaysiaFull-TimeSenior

Salary not disclosed

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Job Details

Languages: English, Mandarin
Experience: Minimum 5 years
Required Skills: BlockchainRESTful APIsAccount ManagementCustomer SuccessSaaSHubSpot

Minimum 5 years in a Customer Success, Account Management, or similar role, ideally in fintech, payments, SaaS, or B2B tech.
Proven track record managing high-value or enterprise accounts across the Asian region.
Strong commercial mindset with experience negotiating contracts and optimising merchant outcomes.
Excellent communication and stakeholder management skills.
Technically confident with a solid understanding of APIs, payment systems, onboarding flows, and dashboards.
Hands-on experience using HubSpot.
Strong understanding of blockchain technology, crypto payments, wallets, and compliance frameworks.
Strategic mindset with a hands-on approach to problem-solving.
Able to work autonomously and thrive in a high-performance, fast-paced environment.
Willingness to travel within Asia and beyond as needed.
Fluency in English and Mandarin is required.

Manage a portfolio of high-value enterprise merchants in Asia, ensuring satisfaction, retention, and growth.
Act as the primary point of contact for strategic accounts, driving day-to-day operational excellence.
Optimise merchant success by analysing performance metrics and proactively identifying opportunities to enhance growth and reduce churn.
Collaborate closely with Product, Compliance, Tech, and Commercial teams to support complex merchant needs.
Lead business reviews with key accounts and present performance insights and improvement plans.
Use HubSpot to track merchant health, log communications, and manage lifecycle touchpoints.
Handle escalations with professionalism, speed, and a solution-oriented mindset.
Identify upsell and cross-sell opportunities based on merchant performance and product fit.

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