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Xendit is a financial technology platform providing unified payment infrastructure across Southeast Asia and global markets. The company processes high-volume transactions for leading platforms including Meta, Traveloka, ByteDance, Wise, and Grab, offering payment acceptance, payouts, treasury, and financial services through a single API layer.
You will serve as Head of Customer Success and Support, taking full ownership of the global Customer Success and Support organizations. This is an executive leadership role focused on shaping the complete merchant lifecycle, driving client retention, and scaling operations as the platform expands worldwide.
Key responsibilities include:
**Executive Leadership & Team Scaling**: Build and lead a global Customer Success and Support team across multiple countries, focused on client outcomes and operational efficiencies. Anticipate scaling needs with data-driven instinct, recognizing patterns early and building frameworks, workflows, and tooling to resolve merchant issues quickly and protect retention. Lead teams through organizational change and growth.
**Product & Cross-Functional Alignment**: Serve as the merchant's voice, translating feedback into clear requirements for Product and Engineering to drive self-serve capabilities and platform improvements. Navigate dynamic regulatory mandates (AML, KYC, PCI-DSS, regional financial laws) in collaboration with Risk and Legal to ensure client management and success playbooks remain compliant.
**Data-Driven Strategy & Performance**: Establish, monitor, and optimize core performance indicators. Leverage quantitative insights to map user journeys, anticipate risk, uncover portfolio expansion opportunities, and continuously elevate baseline targets.
**Global Strategy & Merchant Experience**: Lead support and success teams across multiple countries, adapting strategies to each market's dynamics and client segments. Foster enduring partnerships with key strategic clients and act as executive sponsor for high-priority accounts.
The role involves answering strategic questions such as: Which recurring merchant issues should be eliminated at the source? How should merchant health be measured to signal churn risk? How can merchant issues be resolved faster? Where should Xendit invest in AI and self-serve? How should the global Customer Success and Support model evolve? What support coverage model will serve merchants across time zones and languages?
**Requirements**:
- 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 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
**Preferred Qualifications**:
- Deep payment operational expertise with direct experience steering end-to-end processing workflows (authorization, clearing, settlement, payouts, dispute resolution)
- Merchant domain experience supporting varied client tiers from complex enterprise marketplaces to high-volume cross-border digital merchants
