Job description
The Role
We are seeking a highly experienced and strategic Customer Success Manager to join our growing team. In this pivotal role, you will be the trusted advisor to our existing strategic partners and enterprise merchants. You will be responsible for driving retention, growth, and satisfaction by ensuring our clients derive maximum value from Antom's suite of acquiring and payment solutions along with other solutions under the Ant International umbrella.
The ideal candidate is a payments industry veteran with deep expertise in merchant acquiring, a proven track record of managing high-value accounts, and the ability to navigate complex technical, business and commercial discussions.
Key Responsibilities
• Manage a portfolio of partners and enterprise merchants, serving as their primary point of contact and strategic partner for growth and business consultation.
• Collaborate with the Integration and Technical Support teams to resolve complex technical escalations swiftly.
• Work closely with Sales to ensure a seamless handover and onboarding experience for new key accounts.
• Develop and execute comprehensive success plans that align Antom's solutions with the client's business goals (e.g., expansion into new markets, optimizing authorization rates, reducing fraud).
• Conduct Quarterly Business Reviews (QBRs) to analyze performance, present insights, and identify new opportunities for growth.
• Leverage deep knowledge of the payment ecosystem and coordinate with different internal team to drive payment optimization for the merchant.
• Proactively monitor merchant transaction performance (auth rates, chargebacks, declines) and recommend specific actions, configurations or product features to improve metrics.
• Guide merchants through complex compliance and regulatory changes in the global payments landscape.
• Identify cross-sell and up-sell opportunities within the existing portfolio to increase share of wallet and provide the lead to the Sales colleague for further action.
• Proactively identify churn risks and develop mitigation strategies to ensure high retention rates.
• Act as the "Voice of the Customer" within Antom, providing feedback to Product, Engineering, and Risk teams to influence the product roadmap.
Job Requirement
Requirements
• 7+ years of experience in Customer Success, Account Management, or Relationship Management within the FinTech or Payments industry.
• Mandatory experience in Online Merchant Acquiring. You must have a strong understanding of the full payment lifecycle, card schemes, alternative payment methods (APMs), and cross-border payments.
• Ability to understand API integrations, payment gateway flows, and facilitate high-level technical conversations with merchant's business and technical teams.
• Strong data literacy with the ability to interpret payment data, identify trends, and present actionable insights to C-level stakeholders.
• Exceptional verbal and written communication skills in both Chinese and English (additional languages are a plus).
• Bachelor's degree in Business, Finance, Computer Science, or a related field.
Why Join Antom?
• Work on solutions that power commerce for millions of users and businesses around the world.
• Be at the forefront of the digital payments revolution, working with the latest technologies.
• Extensive opportunities for professional development and career progression within a rapidly expanding global organization.
• A collaborative, inclusive, and performance-driven work environment.
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