Customer Success Manager - China

We are hiring a Customer Success Manager on behalf of a growing international payments technology business. This role will take ownership of the post-sales customer journey, ensuring clients are onboarded smoothly, supported effectively, and able to gain long-term value from the platform.

The successful candidate will work closely with internal commercial, product, technical, compliance, finance, and operations teams to improve customer experience, strengthen retention, and support scalable growth across the client base.
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Key ResponsibilitiesClient Onboarding & Activation

• Manage the end-to-end onboarding process for new customers, coordinating across compliance, operations, product, and technical teams.
• Ensure customers are set up efficiently, integrations progress smoothly, and go-live timelines are met.
• Develop and refine onboarding materials, process guides, playbooks, and internal documentation.
• Identify potential onboarding risks early and coordinate solutions with relevant stakeholders.
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Day-to-Day Customer Operations

• Serve as the main operational contact for a portfolio of customers.
• Handle day-to-day queries relating to payments, settlements, integrations, platform functionality, and service usage.
• Monitor customer activity and proactively address operational issues before they become escalations.
• Ensure customer requests are tracked, prioritised, and resolved within agreed timelines.
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Customer Success & Relationship Management

• Build strong, trusted relationships with key customer stakeholders.
• Drive adoption of relevant platform features and ensure customers are achieving their desired outcomes.
• Conduct regular customer check-ins, account reviews, and success planning sessions.
• Identify opportunities to improve customer satisfaction, retention, and future growth potential.
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Cross-Functional Collaboration

• Work with Sales and Business Development teams to ensure smooth handover from signed deal to active customer.
• Partner with Product and Engineering teams to share customer feedback and help inform product improvements.
• Coordinate with Finance and Operations teams on settlements, reconciliations, reporting, and issue resolution.
• Support internal alignment across teams to deliver a consistent customer experience.
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Process Improvement & Scalability

• Identify gaps in the customer journey and recommend improvements to processes, tools, and workflows.
• Help build scalable customer success practices as the client base expands.
• Contribute to the development of success metrics, reporting structures, and best-practice frameworks.
• Support continuous improvement across onboarding, support, retention, and customer engagement.
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Key Success Measures

• Speed and quality of customer onboarding.
• Customer satisfaction and engagement levels.
• Issue resolution turnaround time.
• Customer retention and readiness for account growth.
• Operational efficiency and adherence to internal processes.
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Candidate Profile

• Experience in Customer Success, Account Management, Client Operations, or a similar post-sales role.
• Background in fintech, payments, SaaS, e-commerce, or technology-led services preferred.
• Strong stakeholder management skills, with the ability to coordinate across commercial, technical, compliance, and operational teams.
• Comfortable managing customer queries involving payments, integrations, reporting, or platform usage.
• Process-oriented, proactive, and able to identify opportunities for improvement.
• Strong communication skills in English and Chinese are likely to be beneficial for this market.
• Able to work in a fast-paced, scaling environment with evolving processes and priorities.

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