About the role
The Customer Success Manager (CSM) is responsible for ensuring the smooth operational performance of clients on our global payments platform. Acting as the strategic operational partner to Account Management, this role manages day-to-day operational requests, resolves complex payment issues, analyzes transaction data, and proactively looks to improve the overall customer experience.
Based in Shanghai, you will serve as a critical bridge between major regional clients (including PSPs, marketplaces, and merchants) and our global technical and commercial teams.
What You'll Be Doing
1. Operational Ownership
Primary Contact: Act as the primary operational contact for your assigned portfolio, leading the resolution of day-to-day operational queries.
Configuration & Billing: Own the end-to-end management of client configurations, settings, and billing parameters, collaborating closely with internal teams.
LPM Optimization: Ensure new and existing Local/Alternative Payment Methods (LPMs/APMs) operate optimally, smoothly onboarding merchants and sub-merchants.
Continuous Improvement: Consistently identify, propose, and implement operational process improvements and internal automations to scale your portfolio.
Trusted Advisor: Build and maintain deep, trust-based relationships with external operational and technical stakeholders.
Incident Management: Coordinate the resolution of operational and processing incidents, collaborating closely with global technical teams to drive long-term preventative fixes.
2. Reporting & Performance Insights
Data Ownership: Understand and own the structural reporting needs for your portfolio, proactively generating reports and surfacing meaningful trends.
Quarterly Business Reviews: Deliver clear, data-driven operational performance reviews within QBRs.
Trend Analysis: Analyze systemic anomalies and trends across processing volumes, conversion rates, disputes, and operational metrics.
Actionable Insights: Provide actionable recommendations to clients to improve their routing efficiency, cost-of-acceptance, and overall processing performance.
3. Disputes, Risk & Compliance Coordination
Dispute Guidance: Guide clients through effective management of chargebacks, fraud ratios, and dispute mitigation processes.
Scheme Rules: Ensure strict client adherence to global payment scheme rules, local compliance mandates, and operational standards.
Risk Collaboration: Partner closely with internal Risk, AML, and Compliance teams to address fraud patterns or local regulatory requests.
4. Cross-Functional Collaboration
Silo-Busting: Partner across the organisation with Account Management, Technical Account Management (TAM), Business Analytics, Partnerships, and Support.
The Translator: Act as the bridge between technical and business teams, translating complex payment infrastructure concepts into simple, actionable language.
Voice of the Customer: Serve as the definitive internal voice of the customer to advocate for product enhancements and operational fixes.
You'll Need to Have
Language Fluency: Native or professional fluency in both Mandarin and English (written and spoken) is required. You must be entirely comfortable presenting to local clients and collaborating asynchronously with global teams in English.
Experience: Minimum of 2–3 years of experience in a customer success, operations, or technical account management role ideally within payments, fintech, or e-commerce.
Technical Aptitude: The ability to speak and engage comfortably with engineering and product teams regarding APIs, processing flows, and technical errors.
Communication: Exceptional active listening skills, with a proven habit of confirming and clarifying complex requirements before transmitting information internally or externally.
