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XenditCustomer Success Manager (ID/MY)
Xendit operates an enterprise payments platform designed to handle complex financial operations across global markets and Southeast Asia. The company offers a unified API layer that…
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About This Role
Xendit operates an enterprise payments platform designed to handle complex financial operations across global markets and Southeast Asia. The company offers a unified API layer that encompasses payment processing, localized FX, identity compliance, global payouts, and fraud protection. Xendit seeks a Customer Success Manager (ID/MY) to manage post-go-live customer lifecycles and support clients located in Indonesia and Malaysia. This position is suited for professionals early in their Customer Success career…
Job Description
Xendit operates an enterprise payments platform designed to handle complex financial operations across global markets and Southeast Asia. The company offers a unified API layer that encompasses payment processing, localized FX, identity compliance, global payouts, and fraud protection. Xendit seeks a Customer Success Manager (ID/MY) to manage post-go-live customer lifecycles and support clients located in Indonesia and Malaysia.
This position is suited for professionals early in their Customer Success career who possess familiarity with alternative payment methods and payments across Southeast Asia. The person in this role will handle English-, Bahasa Indonesia-, and Bahasa Malaysia-speaking accounts, encourage product adoption, resolve daily issues, and identify growth opportunities.
The role involves collaborating with both technical and business stakeholders, participating in solutioning discussions, and coordinating alongside Engineering, Commercial, and Product departments to address client needs within a fast-paced environment.
Responsibilities
- Manage a portfolio of accounts speaking English, Bahasa Indonesia, and Bahasa Malaysia to drive daily relationship management, commercial growth, retention, and product adoption
- Understand client payment flows and business models to spot improvement areas
- Partner with Sales and Account Management to identify and capture portfolio expansion opportunities such as cross-sells, upsells, and new use cases using data and product knowledge
- Serve as the primary day-to-day contact for client stakeholders regarding issue resolution and product usage
- Facilitate solutioning discussions for new use cases alongside Product and Engineering teams
- Track performance metrics such as payment volume growth, payment method adoption, and payment success rates to flag concerns early
- Mitigate risks and escalate issues to maintain high customer satisfaction and maximize net revenue for Xendit
- Coordinate with Commercial, Engineering, Product, and Risk teams to unlock client opportunities and resolve pain points
Requirements
- 3 to 5 years of experience in account management, customer success, or related client-facing functions within fintech, B2B SaaS, or payments sectors
- Familiarity with alternative payment methods and payments across Southeast Asia
- Experience managing client accounts, encompassing retention, commercial growth, product adoption, and day-to-day relationship management
- Confidence in engaging with client stakeholders including product/technical leads and managers
- Working knowledge of technical products like APIs, integration, and payment flows with the ability to explain product capabilities to clients
- Business proficiency in English and either Bahasa Indonesia or Bahasa Malaysia to support regional clients
- Cross-functional collaboration experience with Sales, Product, Engineering, and Operations teams
- Strong problem-solving, critical thinking, analytical, detail-oriented, and proactive approach
Qualifications
- Experience working in fintech, payments, or financial infrastructure
- Prior background supporting clients based in Malaysia and/or Indonesia
- Exposure to cross-border or multi-market client environments
- Familiarity with reporting or data analysis such as transaction success rates
- Intellectual curiosity and a growth mindset
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What languages are required for this role?
Candidates must have business proficiency in English and either Bahasa Indonesia or Bahasa Malaysia to support clients in Indonesia and Malaysia.
What experience is required for the Customer Success Manager position?
The posting requires three to five years of experience in customer success, account management, or related client-facing roles within fintech, payments, or B2B SaaS environments.
Does the posting specify the salary for this position?
No, the job posting does not specify the salary.
Is the work location or remote policy specified?
The job posting does not specify a location or a remote work policy.
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