Senior Customer Success Manager (Web3)

TL;DR

Senior Customer Success Manager (Web3): Managing top-tier merchants across Asia, ensuring satisfaction, retention, and growth. Focus on optimising merchant performance, identifying opportunities to enhance growth and reduce churn, and collaborating with Product, Compliance, Tech, and Commercial teams to support complex merchant needs.

Location: Remote

Company

hirify.global is on a mission to redefine finance by blending traditional banking with decentralized finance (DeFi).

What you will do

• Manage a portfolio of high-value enterprise merchants in Asia, ensuring satisfaction, retention, and growth.
• Act as the primary point of contact for strategic accounts, driving day-to-day operational excellence.
• Optimise merchant success by analysing performance metrics and proactively identifying opportunities to enhance growth and reduce churn.
• Collaborate closely with Product, Compliance, Tech, and Commercial teams to support complex merchant needs.
• Lead business reviews with key accounts and present performance insights and improvement plans.
• Use HubSpot to track merchant health, log communications, and manage lifecycle touchpoints.

Requirements

• Minimum 5 years in a Customer Success, Account Management, or similar role, ideally in fintech, payments, SaaS, or B2B tech.
• Proven track record managing high-value or enterprise accounts across the Asian region.
• Technically confident with a solid understanding of APIs, payment systems, onboarding flows, and dashboards.
• Hands-on experience using HubSpot.
• Strong understanding of blockchain technology, crypto payments, wallets, and compliance frameworks.
• Fluency in English and Mandarin is required.

Culture & Benefits

• Competitive market rate salary and performance-based incentives.
• 22 days annual leave with an additional 6 company days, plus bank holidays.
• Comprehensive health insurance plans.
• Flexible work schedule and remote work options.
• Modern offices and co-working spaces across 6 countries.
• Opportunity to shape the initiatives you’re working on.