Xendit
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Senior Manager, Customer Success
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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. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.
Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.
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
Ready to apply?
Apply to Xendit
Principal, Professional Services
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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. We serve our customers by providing a suite of world-class APIs, eCommerce platform integrations, and easy to use applications for individual entrepreneurs, SMEs, and enterprises alike.
Our main focus is building the most advanced payment rails for Southeast Asia, with a clear goal in mind — to make payments across and within SEA simple, secure and easy for everyone. We serve thousands of businesses ranging from SMEs to multinational enterprises, and process millions of transactions monthly. We’ve been growing rapidly since our inception in 2015, onboarding hundreds of new customers every month, and backed by global top-10 VCs. We’re proud to be featured on among the fastest growing companies by Y-Combinator.
About the Job
At Xendit, we are looking for a Principal Professional Services to lead the successful onboarding of large mainland Chinese enterprise clients onto our payments platform.
In this role, you will own the end-to-end implementation journey — from post-sale handover through to go-live — ensuring clients are set up for long-term success. You will work closely with customers to understand their business models, payment flows, and operational requirements, translating these into structured implementation plans and technical integrations.
You will manage complex onboarding projects involving API integrations, payment method configuration, and system alignment with clients’ internal processes. This includes coordinating across internal teams (Sales, Product, Engineering, Compliance) and external client stakeholders to drive timely and high-quality delivery.
As the primary point of contact during onboarding, you will proactively manage timelines, risks, and dependencies, while maintaining clear and consistent communication with clients — including enterprise stakeholders in Greater China. You will also guide clients through best practices, provide enablement and training, and ensure a smooth transition to post go-live ownership.
This role is ideal for someone who combines strong project management discipline with client-facing experience in complex B2B or fintech environments, and is comfortable operating in fast-paced, high-growth settings.
Minimum Qualifications
- 5–8 years of experience in onboarding, implementation, professional services, or project management roles within B2B SaaS, fintech, or payments environments
- Proven track record of leading end-to-end enterprise implementations, from post-sale handover through to go-live
- Strong project management capabilities, including experience managing timelines, dependencies, risks, and multiple stakeholders across concurrent projects
- Hands-on experience working with APIs, system integrations, or technical product implementations (ability to work closely with engineering teams and translate technical concepts to clients)
- Demonstrated ability to engage and manage enterprise clients, including handling complex requirements, escalations, and senior stakeholders
- Experience working cross-functionally with Sales, Product, Engineering, and Compliance teams to deliver client outcomes
- Strong communication skills in English and Mandarin (business proficiency required) to effectively support Greater China clients
- High level of ownership and accountability, with the ability to operate independently in fast-paced, high-growth environments
Preferred Qualifications
- Experience in payments, fintech, or financial infrastructure, particularly working with APIs, payment flows, or regulated environments
- Prior experience supporting or onboarding enterprise clients in Greater China (Mainland China, Taiwan, Hong Kong)
- Background in consulting, system integration, or professional services, with exposure to structured project delivery methodologies
- Familiarity with project management frameworks (e.g. Agile, Scrum, or Waterfall) and tools (e.g. Jira, Asana, Notion)
- Demonstrated ability to manage multi-market or cross-border implementations, including navigating regulatory, operational, or cultural nuances
- Experience working in high-growth or fast-scaling technology companies, with the ability to adapt processes and operate in evolving environments
- Exposure to data migration, system mapping, or workflow design as part of client onboarding
- Strong problem-solving mindset with the ability to identify process gaps and proactively improve implementation playbooks
Responsibilities
- Own end-to-end onboarding and implementation for enterprise and mid-market clients, from post-sale handover through to successful go-live
- Develop and manage structured implementation plans, including timelines, milestones, dependencies, and clear success criteria
- Act as the primary point of contact during onboarding, building strong relationships with client stakeholders and driving alignment across technical and business teams
- Lead technical integrations, working closely with clients and internal engineering teams on API implementation, system configuration, and workflow alignment
- Proactively manage risks, issues, and escalations, ensuring blockers are identified early and resolved efficiently
- Coordinate cross-functionally with Sales, Product, Engineering, Risk, and Compliance teams to deliver high-quality onboarding outcomes
- Facilitate client workshops, solution discussions, and training sessions to ensure successful product adoption and operational readiness
- Drive clear and consistent communication, including regular status updates, stakeholder reporting, and executive-level summaries where required
- Support onboarding of Greater China enterprise clients, navigating language, cultural, and operational nuances effectively
- Continuously identify opportunities to improve onboarding processes, tooling, and playbooks, contributing to scaling the OIM function
- Ensure smooth handover to post-go-live teams (e.g. Customer Success / Account Management), with clear documentation and context transfer
Ready to apply?
Apply to Xendit
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