Customer Success Manager, SME & Growth

• Manage the full customer lifecycle of existing clients in the assigned target market in alignment with the company’s market strategy and business objectives, ensuring sustainable, stable, and healthy transaction performance
• Optimize and execute standardized service processes, leveraging customer self-service platforms and automation tools to improve service efficiency and enhance customers’ ability to resolve issues independently
• Provide proactive support and timely responses to handle customers’ day-to-day inquiries and operational issues, ensuring high customer satisfaction, closed-loop resolution, and an enhanced overall customer experience
• Collaborate closely with Strategy, Product, and R&D teams to communicate customer business pain points and product usage feedback, driving continuous product optimization and solution upgrades
• Work cross-functionally with Marketing, Sales, and Account Management teams to identify clients’ potential needs in cross-border payments and treasury management, and to promote product adoption expansion, increased transaction volume, and higher revenue contribution
• Identify potential churn risks and business risks in a timely manner based on service processes and team collaboration mechanisms
• initiate appropriate risk control and retention actions to safeguard company revenue and maintain controlled risk exposure
• Lead or participate in end-to-end support for key industry clients and strategic initiatives, coordinating internal and external resources to ensure high-quality and on-time project delivery

• Bachelor’s degree or above
• Fluent in English as a working language, with native-level proficiency in Mandarin Chinese
• able to communicate efficiently and clearly with colleagues and clients in Mainland China
• Minimum of 2 years’ experience in Customer Success, Customer Service, Account Management, or related roles
• experience in fintech, cross-border payments, cross-border e-commerce, enterprise services, or B2B SaaS is highly preferred
• Strong results-oriented mindset with high self-motivation, learning agility, and intellectual curiosity
• able to deeply understand client business models and product logic and continuously optimize service strategies
• Excellent communication and cross-functional collaboration skills, with the ability to work effectively with Product, Engineering, Risk, Operations, Marketing, and Sales teams to drive complex requirements and projects to execution
• High level of resilience and accountability
• capable of managing priorities in a fast-paced, multi-tasking environment while ensuring timely follow-up and closed-loop resolution for key clients and critical matters

experience in fintech, cross-border payments, cross-border e-commerce, enterprise services, or B2B SaaS is highly preferred