Customer Success Manager (Fintech Web3)

TL;DR

Customer Success Manager (Fintech Web3): Manage and grow a portfolio of high-value enterprise merchants in Asia, focusing on optimizing merchant performance and retention with an accent on strategic account management and technical understanding of fintech and Web3 products. Focus on negotiating contracts, solving complex merchant issues, and collaborating cross-functionally to drive long-term growth.

Location: Remote, based in Kuala Lumpur, Malaysia

Company

hirify.global is a fast-growing fintech startup blending traditional banking with decentralized finance (DeFi) to simplify crypto integration and financial services globally.

What you will do

• Manage a portfolio of high-value enterprise merchants across Asia ensuring satisfaction, retention, and growth.
• Act as primary contact for strategic accounts, driving operational excellence and business reviews.
• Analyze performance metrics to identify growth opportunities and reduce churn.
• Collaborate with Product, Compliance, Tech, and Commercial teams to support complex merchant needs.
• Use HubSpot to track merchant health and manage lifecycle touchpoints.
• Handle escalations professionally and identify upsell and cross-sell opportunities.

Requirements

• Must be based in Asia, fluent in English and Mandarin.
• Minimum 5 years in Customer Success or Account Management, preferably in fintech, payments, SaaS, or B2B tech.
• Strong commercial mindset with experience negotiating contracts and optimizing merchant outcomes.
• Technical confidence with APIs, payment systems, onboarding flows, dashboards, and blockchain technology.
• Hands-on experience with HubSpot and stakeholder management skills.
• Willingness to travel within Asia and internationally as needed.

Culture & Benefits

• Competitive salary with performance-based incentives.
• 22 days annual leave plus 6 company days and bank holidays.
• Comprehensive health insurance and extensive benefits program.
• Flexible work schedule and remote work options.
• Modern offices and co-working spaces across 6 countries.
• Professional development and training opportunities.