Customer Success Manager

About the Job

At Xendit, we are looking for a Customer Success Manager (CSM) to support our Indonesia/ Malaysia clients and help drive their success on our platform.

In this role, you will own the post-go-live customer lifecycle for a portfolio of English- and Bahasa Indonesia/ Bahasa Malaysia-speaking accounts, working closely with clients to drive product adoption, resolve day-to-day issues, and capture opportunities for growth. You will build a solid understanding of your clients' payment flows and business needs, and use that understanding to make practical recommendations that improve their business outcome and end-customer experience.

You will work with both technical and business stakeholders, supporting solutioning discussions and coordinating with Product, Engineering, and Commercial teams to resolve client needs.

This role is ideal for someone earlier in their Customer Success career who has a working knowledge of payments and alternative payment methods in Southeast Asia, and is comfortable managing client relationships in a fast-paced, high-growth environment.

Minimum Qualifications

• 3–5 years of experience in Customer Success, Account Management, or related client-facing roles within B2B SaaS, fintech, or payments environments
• Familiarity with payments and alternative payment methods (APMs) across Southeast Asia
• Experience managing client accounts, including driving product adoption, commercial growth & retention, and day-to-day relationship management
• Ability to engage confidently with client stakeholders (managers and product/technical leads)
• Working understanding of technical products (e.g. APIs, integrations, payment flows) and ability to explain product capabilities to clients
• Excellent communication skills in English and Bahasa Indonesia/ Bahasa Malaysia (business proficiency required in both languages) to support Indonesia/ Malaysia clients
• Experience working cross-functionally with Sales, Product, Engineering, and Operations teams
• Strong in problem-solving and critical thinking, with a proactive, analytical and detail-oriented approach

Preferred Qualifications

• Experience in payments, fintech, or financial infrastructure
• Prior experience supporting clients in Indonesia and/or Malaysia
• Exposure to multi-market or cross-border client environments
• Familiarity with data analysis or reporting (e.g. transaction success rates)
• Intellectually curious with a growth mindset

Responsibilities

• Own a portfolio of English- and Bahasa Indonesia/ Bahasa Malaysia-speaking accounts, driving product adoption, commercial growth & retention, and day-to-day relationship management
• Build an understanding of clients' business models and payment flows to identify improvement opportunities
• Use data, product knowledge and business understanding to drive and capture portfolio expansion opportunities (upsell, cross-sell, new use cases) in partnership with Account Management and Sales
• Act as a day-to-day point of contact for client stakeholders on product usage and issue resolution
• Manage solutioning discussions for new use cases, working with Product and Engineering teams
• Monitor key performance metrics (e.g. payment success rates, payment volume growth, payment method adoption) and flag issues proactively
• Effectively mitigate risks and escalate issues as appropriate to drive high customer satisfaction and optimize Xendit net revenue
• Coordinate cross-functionally with Product, Engineering, Risk, and Commercial teams to solve pain points and unlock opportunities with clients