Customer Success Manager

ABOUT THE ROLE \-------------------------------------------------------------------------------- HitPay builds omnichannel payment infrastructure for growing businesses across Asia-Pacific. Tens of thousands of businesses use us to accept payments online and in person, across Singapore, Malaysia, the Philippines and beyond. This is a new role, and the first of its kind here. You will own the relationship between HitPay and the businesses already using us — making sure they get set up properly, stay successful, and tell us when something is not working. The remit is regional. Your book spans every market we operate in, not one country, and it grows as we open new ones. That means learning what "unhappy" looks like in markets with different payment habits, different competitors and different expectations about how quickly money should arrive — and spotting when a problem is local versus when it is ours everywhere. It sits deliberately between teams. Support handles day-to-day questions. Compliance owns verification and risk. Sales brings new businesses in. You own what happens to a partner across all three, which is where good businesses are most easily lost. WHAT YOU WILL OWN \-------------------------------------------------------------------------------- 1\. Partner health Work a prioritised list of partners who need attention — because they have hit friction, gone quiet, or told us they are unhappy. Reach out, diagnose, and either resolve or escalate. Every partner on that list gets an owner and an outcome, not a status. 2\. The first 90 days A business that signs up and never reaches steady processing has been lost just as surely as one that leaves loudly, and far more quietly. Own activation from first transaction to established volume: what stalls, why, and what unblocks it. 3\. Retention and win-backs Run retention conversations directly, including commercial discussions where the case supports one. Reopen conversations with partners who have gone quiet. 4\. The feedback loop Take root causes back to the teams that own them — product, pricing, compliance, support — with evidence attached. Push for the change, and follow it through. This is the part of the job most likely to be neglected and most likely to matter. 5\. Measurement Define how we measure partner retention and activation across markets, report it on a regular cadence, and keep it honest. WHAT THIS ROLE IS NOT \-------------------------------------------------------------------------------- The remit spans onboarding, support and compliance handoffs, so boundaries matter. You own the partner's outcome across these seams — you do not take over the functions themselves. · Not verification or onboarding review. Compliance owns approval, rejection and risk decisions. You represent the partner's experience of those decisions. · Not the front-line support queue. Support owns first response and day-to-day resolution. You pick up the accounts where the pattern matters more than the ticket. · Not new business sales. Your book is partners we already have. YOUR FIRST 30 DAYS \-------------------------------------------------------------------------------- Days 1–7 Learn how money actually moves — settlement, payouts, chargebacks, the verification lifecycle. Meet the support, compliance and sales teams and understand where each one's responsibility ends. Days 8–15 Sit with the support and compliance queues. Read the recent escalation history. Get direct access to the data and start querying it yourself rather than asking for reports. Days 16–25 Speak to partners directly — at least 15, spread across markets and including businesses that have already moved on. No agenda beyond understanding why they are happy, stuck, or gone. Days 26–30 Come back with a point of view: the patterns you saw most often, which are market-specific and which are ours everywhere, the one or two things you would fix first, and what you need from us to do it. We are not expecting a strategy in month one. We are expecting you to have spoken to real partners and to tell us honestly what you found. WHAT WE ARE LOOKING FOR \-------------------------------------------------------------------------------- · 4+ years in customer success, account management or a similar role, ideally in payments, fintech or B2B SaaS serving small and growing businesses. · Genuinely comfortable with data. You should be able to interrogate a dataset yourself — SQL, or a BI tool you know well — rather than wait for someone to run the query. Much of this job is separating a real signal from a busy queue. · Able to influence without authority. The changes that matter here sit in other teams' backlogs. You will need to make a case with evidence and carry it through to a decision. · Direct with partners and internally. Comfortable telling a partner what we can and cannot do, and telling us what we could do better. · Comfortable working across markets and cultures. You will be based in one country and responsible for businesses in several, working across timezones and adapting how you engage to each market. Languages beyond English — Bahasa Malaysia, Filipino, Mandarin — are an advantage, not a requirement. · Comfortable with an unshaped role. You are the first person in this seat. There is no playbook, and writing it is part of the work. Helpful, not required: · Direct exposure to payments operations — settlement timing, chargebacks, interchange, merchant underwriting. · Experience standing up a retention or success function from nothing. · Familiarity with the platforms our partners sell on, such as Shopify or WooCommerce. HOW WE WILL KNOW IT WORKED \-------------------------------------------------------------------------------- Measures we would expect to agree together in the first quarter, rather than fixed targets on day one. Retention of partners with meaningful processing volume. Measured on volume rather than account count, so it cannot be flattered by dormant signups. Tracked by market as well as in aggregate. Activation rate of newly onboarded partners. Catches the quiet failure mode where a business never reaches steady processing. Time from a partner needing attention to an owner and an outcome. A partner sitting untouched for weeks is the failure this role exists to prevent. Improvements made on the strength of partner evidence. The feedback loop is the compounding part of the job. PRACTICAL DETAILS \-------------------------------------------------------------------------------- · Based in Malaysia or the Philippines, remote, with a regional book covering all markets we operate in and new ones as they launch. · Working closely with the Singapore team and with local teams in each market. · Regular travel to meet partners and colleagues across the region. · Reports into the commercial leadership team. Scope to grow into leading a merchant success function as the book grows. \-------------------------------------------------------------------------------- HitPay is regulated by MAS and licensed in Singapore, Malaysia and the Philippines. Over 20,000 businesses use HitPay to get paid. Visa sponsorship is not available for this role.