Regional Payments Customer Success Manager (SEA)

Xendit; Jakarta Pusat; On-site; IDR 912,575,000 - 1,460,120,000; Full time

Job summary

Xendit is seeking a Customer Success Manager to support Indonesia and Malaysia clients, owning post-go-live lifecycle, driving product adoption, resolving issues, and identifying growth opportunities.

You will collaborate with Product, Engineering, and Commercial teams to understand clients' payment flows and business needs, delivering practical recommendations to improve outcomes while maintaining strong relationships in a fast-paced fintech environment.

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

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 escalated 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

Skills

Account Management

Payments knowledge

Client relationships

Cross-functional collaboration

Technical fluency (APIs)

English proficiency

Bahasa Indonesia/Malaysia proficiency

Tools

APIs

Integrations

Job description

Xendit is seeking a Customer Success Manager to support Indonesia and Malaysia clients, owning post-go-live lifecycle, driving product adoption, resolving issues, and identifying growth opportunities.

You will collaborate with Product, Engineering, and Commercial teams to understand clients' payment flows and business needs, delivering practical recommendations to improve outcomes while maintaining strong relationships in a fast-paced fintech environment.