Chief Global Customer Success & Support Leader

Partech; Singapore; Remote; SGD 180,000 - 280,000; Full time

Job summary

Xendit is seeking a VP of Customer Success and Support to own global Customer Success and Support, shaping the merchant lifecycle and driving retention as the platform scales worldwide.

You will combine strategic vision, process architecture, and cross-functional collaboration with Product and Engineering to remove bottlenecks, build self-serve capabilities, and drive measurable outcomes across regions. This role offers broad scope and global impact in payments infrastructure.

Qualifications

• 8+ years of scaling leadership across merchant operations, support, or client success within high-growth tech.
• Deep familiarity with payment infrastructure, financial technology, or SaaS platforms.
• Proven ability to guide organizations through rapid expansion and operational transformation.
• Strong product instinct, translating operational friction into engineering requirements.
• Knowledge of financial compliance, risk controls, and regional regulatory frameworks.
• Rigorous analytical approach and data-driven decision making.

Responsibilities

• Build and lead a global Customer Success and Support organization across multiple countries.
• Translate merchant feedback into product and engineering requirements, prioritizing impact.
• Ensure compliance with AML, KYC, PCI-DSS and regional laws.
• Define metrics, monitor performance, and drive data-driven improvements.
• Lead global strategy for merchant experience across regions and client segments.

Skills

Executive leadership

Merchant operations

Payment infrastructure

Data-driven analytics

Regulatory compliance

Product instinct

Job description

Xendit is seeking a VP of Customer Success and Support to own global Customer Success and Support, shaping the merchant lifecycle and driving retention as the platform scales worldwide.

You will combine strategic vision, process architecture, and cross-functional collaboration with Product and Engineering to remove bottlenecks, build self-serve capabilities, and drive measurable outcomes across regions. This role offers broad scope and global impact in payments infrastructure.