Global VP, Customer Success & Support

Xendit Inc.; Singapore; On-site; SGD 350,000 - 520,000; Full time

Job summary

Xendit Inc. is seeking an exceptional operational leader to serve as VP, Customer Success and Support.

You will own global Customer Success and Support, shaping the full merchant lifecycle and driving client retention as the platform expands worldwide. If you excel at diagnosing bottlenecks, collaborating with Product, and driving pace toward ambitious goals, this is your platform to transform merchant operations at scale.

Qualifications

• 8+ years of leadership experience in Customer Success or Support within high-growth tech.
• Deep familiarity with payment infrastructure, fintech, or SaaS platforms.
• Experience steering end-to-end processing workflows (authorization, settlement, payouts, disputes).
• Proven ability to guide organizations through rapid expansion and transformation.
• Strong product instinct translating operational friction into engineering specs.
• Understanding of financial compliance, risk controls, and regulatory frameworks.
• Rigorous analytical approach to dissect complex problems with data-driven processes.
• Experience supporting varied merchant tiers from SMEs to global enterprises.

Responsibilities

• Build and lead a global Customer Success and Support team across multiple countries.
• Scale operations with data-driven frameworks, tooling, and processes to protect retention.
• Collaborate with Product, Risk, and Legal teams to ensure compliant, scalable merchant-management playbooks.
• Define and monitor core performance metrics for merchant experience and retention.
• Lead through organizational change as the company grows and priorities evolve.

Skills

Global leadership

Customer Success

Support operations

Payments domain knowledge

Data-driven decision making

Regulatory & compliance

Product collaboration

Team building

Job description

Xendit Inc. is seeking an exceptional operational leader to serve as VP, Customer Success and Support.

You will own global Customer Success and Support, shaping the full merchant lifecycle and driving client retention as the platform expands worldwide. If you excel at diagnosing bottlenecks, collaborating with Product, and driving pace toward ambitious goals, this is your platform to transform merchant operations at scale.