Global Head of Customer Success & Support

Xendit Inc.; Singapore; Remote; SGD 180,000 - 320,000; Full time

Job summary

Xendit is seeking an exceptional leader to serve as Head of Customer Success and Support. You will own global CS and Support, shaping the merchant lifecycle, driving retention, and coordinating across Product and Engineering to fix underlying issues while enabling self-service at scale.

You will lead diverse teams across regions, strategize for rapid expansion, and partner with executives to maintain world-class service for merchants from startups to enterprises.

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, with a history of translating operational friction into functional engineering specs.
• Comprehension of financial compliance, risk controls, and regional regulatory frameworks.
• Rigorous analytical approach to dissecting complex problems and establishing data-driven processes.

Responsibilities

• Build and lead a global CS and Support team across multiple countries, focusing on client outcomes and efficiency.
• Scale operations with data-driven frameworks, tools, and processes to resolve merchant issues quickly and maintain retention.
• Lead through organizational change as the company grows and priorities shift.
• Align product with customer needs, translating feedback into clear requirements for Product and Engineering.
• Be the merchant’s voice to drive self-serve capabilities and platform improvements while prioritizing business impact.
• Collaborate on risk and compliance to meet AML, KYC, PCI-DSS and regional requirements for client management and success playbooks.
• Establish and monitor core performance indicators and drive continuous improvement.
• Use data to map journeys, anticipate risk, and identify portfolio expansion opportunities.
• Set a Global strategy for merchant experience and adapt to market dynamics while maintaining partnerships with key clients.
• Act as executive sponsor for high-priority accounts and strengthen merchant advocacy.

Skills

Leadership

Scaling teams

Customer Success

Payments knowledge

Data-driven

Tools

CRM software

SQL

BI tools

Job description

Xendit is seeking an exceptional leader to serve as Head of Customer Success and Support. You will own global CS and Support, shaping the merchant lifecycle, driving retention, and coordinating across Product and Engineering to fix underlying issues while enabling self-service at scale.

You will lead diverse teams across regions, strategize for rapid expansion, and partner with executives to maintain world-class service for merchants from startups to enterprises.