Customer Success Manager

Job Responsibilities:

Channel Conversion & Customer Onboarding

• Manage the end-to-end onboarding journey for new clients referred by channel partners, from registration to first deposit/funding
• Deliver excellent customer experience throughout the onboarding process to improve conversion rates across each stage
• Guide customers through account registration, KYC verification, and initial funding processes
• Proactively follow up with clients to ensure timely completion of onboarding milestones
• Identify onboarding bottlenecks and provide recommendations to optimize customer conversion performance

Customer Retention & Relationship Management

• Maintain strong relationships with existing clients to drive engagement and long-term retention
• Support Channel Managers in improving overall revenue generation from existing customer portfolios
• Monitor customer activity and proactively re-engage inactive or dormant clients
• Understand customer needs and provide timely support and solutions to enhance satisfaction and loyalty

Cross-functional Collaboration

• Work closely with Channel Managers, Compliance/KYC teams, and Operations to ensure smooth onboarding and customer servicing
• Escalate and resolve customer issues efficiently while maintaining a high level of professionalism
• Provide regular feedback on customer behavior, onboarding trends, and retention opportunities

Requirements:

• Bachelor's degree in Business, Finance, Marketing, or related disciplines
• 5 - 8 years of experience in Customer Success, Account Management, Client Services, or related functions
• Experience in fintech, payments, banking, or financial services industry is preferred
• Strong communication and relationship management skills
• Customer-centric mindset with strong problem-solving abilities
• Ability to manage multiple stakeholders and follow up effectively
• Proficient in English and Chinese (written and spoken) is preferred due to regional customer support needs
• Comfortable working in a fast-paced and target-driven environment