Payments Customer Success Manager, APAC

As a Customer Success Manager for the Payments vertical, you will play a pivotal role in ensuring the success, adoption, growth, retention and satisfaction of our Payments customers. You will act as a trusted advisor, leveraging your deep knowledge of payments and financial technology to help clients maximize the value of our platform. This role requires both a strategic skillset and technical platform expertise as a product expert, a results-oriented professional who thrives in a fast-paced environment and has a proven track record of managing complex customer relationships for both enterprise and growing payment companies.

Key Responsibilities:

Customer Engagement & Success

• Serve as the primary point of contact for enterprise and scale customers in the payments industry, ensuring their long-term success with our platform.
• Develop and execute customized account success plans to help customers achieve their business objectives.
• Proactively identify opportunities for value realization, product adoption, and process improvements.

Account Management & Retention

• Own the health and retention of a portfolio of enterprise and scale accounts, driving high GDR (Net Dollar Retention) and NDR (Net Dollar Retention) mitigating churn risk.
• Collaborate closely with sales, renewals, and account teams to secure renewals and identify expansion opportunities.
• Lead regular Executive Business Reviews and adoption Health Checks with executive stakeholders to showcase ROI and platform value.

Industry Expertise & Advisory

• Leverage deep domain knowledge of the payments ecosystem in addition to crypto and blockchain to provide strategic advice tailored to the customer’s needs.
• Act as a thought leader, sharing insights on market trends, compliance requirements, and best practices to enhance customer success.
• Facilitate cross-functional alignment between customer teams and internal product/engineering teams to address technical and strategic challenges.

Advocacy & Enablement

• Advocate for customer needs internally, collaborating with Product, Marketing, Support, Services, and Engineering to drive enhancements that meet industry-specific demands.
• Deliver training, enablement sessions, and resources to empower customers to maximize their use of the platform.
• Identify and create customer success stories, case studies, and testimonials to support broader marketing and sales efforts.

Requirements:

Experience & Knowledge

• 8+ years of experience in Customer Success, Account Management, or related roles in the SaaS, fintech, or payments industries.
• Strong understanding of payments infrastructure, compliance requirements, digital wallets, blockchain, or cryptocurrency.
• Proven track record of managing and growing enterprise accounts with complex needs.

Skills

• Exceptional relationship-building skills with executive stakeholders and operational teams.
• Strategic thinker with the ability to align customer objectives with platform capabilities.
• Strong project management skills to navigate complex implementations and integrations.
• Analytical mindset with proficiency in data-driven decision-making and metrics tracking.
• Proficiency in Korean is highly preferred.

Technical Proficiency

• Familiarity with SaaS platforms that enable financial transactions and API-based integrations in the fintech space.
• Proficiency in CRM tools like Salesforce, Gainsight, or equivalent customer success platforms and relevant reporting analytics and product adoption tools.

Soft Skills

• Outstanding communication and presentation skills, both written and verbal.
• Collaborative team player with the ability to work cross-functionally in a global organization.
• Self-starter with a passion for technology and a customer-first mindset.