Customer Success Executive

KPay Merchant Service Limited; Singapore; On-site; SGD 48,000 - 72,000; Full time

Job summary

KPay Merchant Service Limited is seeking a Merchant Success Executive in Singapore to nurture and grow relationships with high-value merchants. You will be the primary contact for your portfolio, driving engagement and retention while identifying opportunities to increase GPV and transaction volume.

You will collaborate with Customer Success, Operations, Product, and other teams to resolve issues and deliver a seamless merchant experience.

Qualifications

• 1–2 years of experience in account/customer-facing roles such as Account Management, Customer Success or Merchant Success.
• Experience in fintech, payments, SaaS, banking, or other technology-driven industries is highly preferred.

Responsibilities

• Manage and build strong, long-term relationships with a portfolio of high-GPV merchants, acting as their primary point of contact.
• Proactively engage merchants to understand their business needs, challenges and goals.
• Drive merchant engagement by educating customers on KPay’s products, features, tools, and best practices.
• Monitor account performance and merchant activity to identify opportunities to increase transaction volume, retention, and overall account value.
• Identify and support upsell and cross-sell opportunities based on merchant needs and performance.
• Work with Customer Success, Operations, Product, and other teams to resolve merchant issues and deliver a seamless experience.
• Manage and follow up on merchant escalations, ensuring timely resolution and clear communication.
• Track and analyse key account metrics, including merchant satisfaction, retention, and GPV growth, and translate insights into actionable recommendations.
• Prepare regular reports and updates on portfolio performance and trends.
• Maintain a strong understanding of KPay’s products and market trends.
• Share feedback to support product/service improvements.

Skills

Account Management

Relationship Management

Customer Success

Data analysis

Job description

KPay Group (“KPay”) is one of the fastest-growing fintech companies in Asia-Pacific, committed to empowering businesses of all sizes through simple, seamless, smart and secure technology solutions. Serving more than 100,000 merchants across Australia, Hong Kong, Japan, and Singapore, KPay helps unlock growth potential by building a one-stop platform for financial management, business operations, and digital transformation.

In 2024, KPay raised a record-breaking USD 55 million in its Series A funding round, the largest in the global payments sector that year.

Globally, KPay has been recognised as one of CNBC and Statista's \"World's Top Fintech Companies 2026\" and has received the \"Good Design Award 2026\", presented by the Japan Institute of Design Promotion.

Across Asia-Pacific, in 2025, KPay was selected for the \"Forbes Asia 100 to Watch\" list and named \"PayTech of the Year\" at the Asia FinTech Awards. In Singapore, KPay has been ranked No. 1 on \"LinkedIn Top Startups 2026 - Singapore\", and listed among \"Singapore's Top FinTech Companies 2026\" by Tech in Asia and Statista.

About the Role

As a Merchant Success Executive, you will play a key role in building and maintaining strong relationships with KPay’s high-value merchants.

You will act as a trusted point of contact for your portfolio, helping merchants get the most value from KPay’s products and solutions while identifying opportunities to improve engagement, transaction volume, and long-term retention.

This role is ideal for someone who enjoys working closely with customers, is commercially minded, very comfortable with high volume and can balance relationship management with data-driven account growth. You will work closely with teams across Customer Success, Operations, Product, and other functions to ensure a seamless merchant experience.

Key Responsibilities

Manage and build strong, long-term relationships with a portfolio of high-GPV merchants, acting as their primary point of contact.

Proactively engage merchants to understand their business needs, challenges, and goals.

Drive merchant engagement by educating customers on KPay’s products, features, tools, and best practices.

Monitor account performance and merchant activity to identify opportunities to increase transaction volume, retention, and overall account value.

Identify and support upsell and cross-sell opportunities based on merchant needs and business performance.

Work closely with Customer Success, Operations, Product, and other internal teams to resolve merchant issues and deliver a seamless customer experience.

Manage and follow up on merchant escalations, ensuring timely resolution and clear communication throughout the process.

Track and analyse key account metrics, including merchant satisfaction, retention, and GPV growth, and translate insights into actionable recommendations.

Prepare regular reports and updates on portfolio performance and key merchant trends.

Maintain a strong understanding of KPay’s products, competitive offerings, and broader fintech and payments market trends.

Share merchant feedback and market insights with internal teams to support continuous improvement of KPay’s products and services.

Requirements

1-2 years of experience in Account Management, Customer Success, Merchant Success, Relationship Management, or a similar customer-facing role.

Experience in fintech, payments, SaaS, banking, or other technology-driven industries is highly preferred.

Strong relationship-building and communication skills, with the ability to establish trust and credibility with merchants and key stakeholders.

Customer-first mindset with a genuine interest in understanding customers’ businesses and helping them succeed.

Commercially aware, with the ability to identify opportunities to drive engagement, growth, retention, and account value.

Comfortable working with data and performance metrics, with the ability to turn insights into practical actions.

Strong organisational and time-management skills, with the ability to manage multiple accounts and priorities in a fast-paced environment.

Collaborative, proactive, and detail-oriented, with strong ownership of assigned accounts and responsibilities.

Comfortable working cross-functionally and managing escalations with professionalism and urgency.

What You’ll Get to Do

Own meaningful merchant relationships and become a trusted partner to some of KPay’s key accounts.

Drive real business impact by helping merchants increase engagement, transaction volume, and value from KPay’s solutions.

Work cross-functionally with teams across Customer Success, Operations, Product, and more.

Grow with a fast-scaling fintech and gain exposure to the evolving payments and technology landscape.