Customer Success Lead

OSL; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

OSL Group, Asia’s leading digital asset platform, seeks a seasoned Customer Success leader for its Malaysia regional hub. You will drive the CS strategy, oversee a high-performing team, and ensure premier service for institutional clients across KYC/KYB onboarding, deposits, withdrawals, and trading operations.

You will partner with Compliance, Ops, and Engineering to optimize CS processes, monitor health metrics, reduce churn, and elevate CSAT.

Qualifications

• 6 years of progressive experience in Customer Success, Key Account Management, or Client Operations.
• 4+ years in a senior leadership or team lead capacity.
• Domain expertise in Fintech, Payments, or B2B financial services.
• Deep knowledge of OTC trading, digital asset custody, APIs, payment rails, or stablecoins.
• Strong regulatory awareness in licensed financial services.

Responsibilities

• Drive CS strategy and regional roadmap across digital asset wealth, payments, and trading services.
• Lead and mentor a team of CS Specialists/Managers in Malaysia with KPIs, SLAs, and 7x24 shifts.
• Establish account tiering, health monitoring, and churn-prevention for institutional clients.
• Oversee end-to-end lifecycle operations: KYC/KYB onboarding, deposits, withdrawals, and trading support with standard SLAs.
• Build and manage complaint handling, client escalations, and executive escalation processes.

Skills

Customer Success

Key Account Management

Client Operations

Leadership

CRM platforms

Gainsight

Churn management

NPS monitoring

Regulatory awareness

Mandarin language

English language

Tools

Salesforce

HubSpot

Gainsight

Zendesk

Jira

Job description

OSL Group (HK 00863) is Asia’s leading digital asset platform and fintech pioneer. As the first SFC-licensed virtual asset platform in Hong Kong, OSL bridges traditional finance with the world of digital assets, providing institutional-grade custody, Over-The-Counter (OTC) trading, exchange execution, asset tokenization, and stablecoin payment infrastructure (OSL Pay / StableX). We are expanding our regional operational hubs and building high-performing teams passionate about shaping compliant, global financial infrastructure.

Key Responsibilities

Strategic Leadership & Regional Operations

• Drive CS Strategy: Formulate and execute the regional Customer Success roadmap aligned with OSL’s growth targets across digital asset wealth, payments, and trading services, together with NPS along with its promotion mechanism
• Team Governance & Mentorship: Lead and mentor a team of Customer Success Specialists/Managers in Malaysia, establishing KPIs, SLAs, 7x24 shift management and performance frameworks.
• Client Engagement & Health: Establish account tiering, proactive health monitoring systems, and churn-prevention strategies for key institutional clients.
• End-to-End Lifecycle Operations: Lead the CS team in managing daily institutional client inquiries across KYC/KYB onboarding, deposits, withdrawals, and trading operations, setting up standardized SLAs to ensure exceptional service delivery.
• Client Advocacy & Complaint Management: Build and enhance structured CS frameworks to handle client escalations and complaints effectively, continuously elevating client satisfaction and managing expectations throughout the account lifecycle.
• Executive Escalations: Serve as the senior escalation point for high-priority client issues, working closely with Compliance, Operations, and Engineering teams to resolve complex queries.

Voice of the Customer (VoC) & Process Optimization

• Product Feedback Loop: Capture structured client feedback and translate insights into feature requests and product improvements for OSL's platform development teams.
• Operational Excellence: Optimize Customer Success Operations (CS Ops), playbooks, CRM tools, and support workflows to improve CSAT and response metrics.
• Cross-functional Collaboration: Partner closely with AML/KYC, Legal, and Risk teams to ensure smooth client interactions within strict regulatory and compliance guardrails.

Requirements & Qualifications

• 6 years of progressive experience in Customer Success, Key Account Management, or Client Operations, with at least 4+ years in a senior leadership or team lead capacity.
• Domain Expertise: Experience in Fintech, Payments, B2b financial services
• Deep Financial / Crypto Acumen: Familiarity with OTC trading, digital asset custody, API integrations, payment rails, or stablecoins.
• Commercial Mindset: Proven track record in driving client retention, adoption, Net Revenue Retention (NRR), NPS and reducing churn.
• Data & Tools Proficiency: Hands-on expertise with CRM platforms (Salesforce, Hubspot), Customer Success software (Gainsight, ChurnZero), and ticketing systems (Zendesk, Jira).
• Regulatory Awareness: Strong understanding of compliance culture (KYC/AML, regulatory standards) in licensed financial services.
• Regional Language Proficiency: Fluency in Mandarin and English is a strong advantage for regional client engagement who are based in HK and China counterparts

P/S: only shortlisted candidate will be contacted due to overwhelming applicants