Customer Success Manager, Enterprise

The POS team helps enterprise merchants and POS platforms launch and operate reliably across the full customer lifecycle. You'll combine customer relationship management, payments operations and technical troubleshooting to help customers go live smoothly and operate with confidence. You'll work from the Singapore office five days a week.

Responsibilities

Own the day-to-day customer relationship for enterprise merchants and POS platforms across the full lifecycle, from KYC and KYB onboarding through implementation, launch and ongoing support; Guide customers through payment enablement, information requests, terminal provisioning, testing and go-live readiness, partnering with Risk and Operations to resolve blockers; Troubleshoot terminal, POS application, integration and payment issues by gathering logs, transaction IDs, device details and API responses, then escalating appropriately to Product, Engineering, Solutions Engineering, Risk or Operations; Manage the POS terminal lifecycle, including registration, assignment, activation, pairing, deployment, replacement, deactivation and termination, while keeping customer and internal records accurate; Identify recurring customer and platform issues, create troubleshooting guides and implementation playbooks, and translate feedback into actionable recommendations for Product and Engineering; Partner with Sales and Account Management on post-launch engagement, customer retention, product adoption and expansion opportunities

Requirements

2 to 4 years of experience at a payment service provider, payments processor, fintech or payment technology company, ideally in POS provisioning, merchant operations, implementation, technical support, customer success or technical account management; Hands-on experience supporting POS terminals, payment acceptance, merchant onboarding or connected-account operations; Working knowledge of KYC and KYB processes, payment enablement and merchant compliance workflows; Practical experience with POS terminal provisioning or lifecycle management, including activation, assignment, replacement, deactivation or related operational processes; Ability to troubleshoot technical issues methodically and communicate clearly with both technical and non-technical stakeholders; Strong written and verbal communication skills in English, with the ability to manage multiple merchant and platform stakeholders; Excellent attention to detail, organisation and follow-through; Comfort working in a cross-functional environment with evolving processes and priorities

Nice to have

Experience at a PSP such as Adyen, Stripe, Checkout.com, Worldpay, Fiserv, Global Payments, Nuvei or a similar provider; Experience supporting POS platforms, restaurant technology, retail systems, marketplaces, SaaS platforms or other connected-merchant models; Familiarity with payment APIs, SDKs, webhooks, payment intents, terminal IDs, activation codes and transaction troubleshooting; Basic understanding of card-present payments, authorisation, capture, refunds, disputes, payment failures and reconciliation; Experience with tools such as Salesforce, Jira, Zendesk, Looker, Postman or similar operational and technical platforms; Experience creating standard operating procedures, dashboards, implementation playbooks or internal training materials; Mandarin or another Southeast Asian language is a plus