--- title: 'VP, Customer Success and Support at Xendit' canonical: 'https://feeny.ai/job/vp-customer-success-and-support-xendit-singapore-hw1p4pc9fpys' type: 'job' last_seen: '2026-10-29' --- # VP, Customer Success and Support at Xendit - **Company:** Xendit - **Location:** Singapore - **Posted:** 2026-10-17 - **Last confirmed live:** 2026-10-29 - **Apply:** https://job-boards.greenhouse.io/xendit/jobs/8034243003 ## Job description [Xendit](https://www.xendit.co/en/) is an enterprise payments platform powering complex financial operations across Southeast Asia and global markets. We provide a unified API layer combining payment processing, global payouts, localized FX, identity compliance, and fraud protection. As a trusted financial partner backed by top-tier global investors, Xendit processes high-throughput transaction flows for leading global platforms including Meta, Traveloka, ByteDance, Wise, and Grab, building resilient payment infrastructure to drive regional commerce forward. ## About the Job We are looking for an exceptional operational leader to serve as our VP, Customer Success and Support. In this executive role, you will take full ownership of our global Customer Success and Support organizations, shaping the complete merchant lifecycle and driving client retention as our platform expands worldwide. You combine strategic vision, process architecture, domain expertise, and a passion for payments. If you excel at diagnosing operational bottlenecks, collaborating directly with Product teams to fix underlying issues, and bringing focus and pace to ambitious goals, this role offers the platform to transform merchant operations at scale. ## Responsibilities Executive Leadership & Team Scaling - Build and lead a global team: Lead, mentor, and scale Customer Success and Support organizations across multiple countries focused on client outcomes and operational efficiencies. - Anticipate and scale: Think ahead with a data-driven instinct, recognizing patterns early and building the frameworks, workflows and tooling to resolve merchant issues fast and protect retention. - Lead through change: Help teams adapt and thrive as the organization grows and priorities evolve Product & Cross-Functional Alignment - Be the merchant’s voice: Turn merchant feedback into clear, thoughtful, requirements for Product and Engineering, driving self-serve capabilities and platform improvements, while prioritizing based on business impact - Risk & compliance collaboration: Navigate dynamic regulatory mandates (including AML, KYC, PCI-DSS, and regional financial laws) to keep client management, and success playbooks fully compliant with Risk and Legal controls. Data-Driven Strategy & Performance - Metrics & success measures: Establish, monitor, and optimize core performance indicators. - Data-driven decision making: Leverage quantitative insight to map user journeys, anticipate risk, uncover portfolio expansion opportunities, and continuously elevate baseline targets. Global Strategy & Merchant Experience - Global mindset: Lead support and success teams across multiple countries, adapting strategies to each market’s dynamics and client segments. - Merchant advocacy: Foster enduring partnerships with key strategic clients and act as the executive sponsor for high-priority accounts. Questions You May Help Answer - Which recurring merchant issues should we eliminate at the source, and what would it take? - How should we measure merchant health so it reliably signals churn risk? - How do we resolve merchant issues faster, and make sure they stay resolved? - Where should Xendit invest in AI and self-serve to scale support while raising the bar on experience? - How do we balance risk and compliance requirements with a seamless merchant experience? - What should our global Customer Success and Support model look like as we bring operations together across regions? What support coverage model will serve merchants across time zones and languages as we scale? - Which capabilities should we build in-house, and where should we partner? - How do we build the next generation of leaders from within our teams? - How should we tailor our service model for global enterprises versus regional SMEs? ## Minimum Qualifications - 8+ years of professional experience managing Customer Success and/or Support and scaling leadership across merchant operations, support, or client success within high-growth tech. - Deep familiarity with payment infrastructure, financial technology, or SaaS platforms. - Direct experience steering end-to-end processing workflows, spanning authorization, clearing, settlement, payouts, and dispute resolution channels. - Proven ability to guide organizations through rapid expansion and operational transformation. - Strong product instinct, with a history of translating operational friction into functional engineering specs. - Comprehension of financial compliance, risk controls, and regional regulatory frameworks. - Rigorous analytical approach to dissecting complex problems and establishing data-driven processes. - History of supporting varied merchant tiers, ranging from SME to global multi-market enterprises Why Join Xendit? - This is an opportunity to sit at the center of how Xendit's global Ops organization evolves. You will work directly with the President and Global Head of Product, gain exposure across Xendit's products and markets, and collaborate with leaders throughout the company. You will see how major decisions are made to achieve operating leverage - and help improve the system through which those decisions become reality. For someone who wants to become an exceptional technology operator or future business leader, few roles offer this combination of breadth, access and responsibility. ## About Xendit ## Company Overview - **One-liner**: Xendit is a financial technology company that provides payment infrastructure and processing solutions for businesses operating in and expanding across Southeast Asia. - **Entity Type**: Private (Series D funding, Unicorn status achieved in 2021) - **Headquarters**: Jakarta, Indonesia - **Founded**: 2015 - **Founders**: Moses Lo, Tessa Wijaya, Bo Chen, Juan Gonzalez ## Core Business - **Primary industry/industries**: Financial Technology (Fintech), Payment Processing, Digital Infrastructure - **Target customers**: B2B — serving enterprises, global businesses expanding into Southeast Asia, startups, SMEs, e-commerce platforms, and marketplaces. - **Mission or purpose statement**: To make payments simple, helping businesses focus on growth and creating lasting value. ## Products & Services - **Accepting Payments**: A payment gateway that allows businesses to accept payments via over 100 popular methods, including credit cards, virtual accounts, bank transfers, e-wallets, and QRIS across Indonesia, the Philippines, Malaysia, Thailand, Vietnam, Singapore, and Hong Kong. - **Payout API**: An API for sending bulk payouts instantly to 450+ banks and e-wallets, including on weekends and public holidays. - **Recurring Payments**: Automated subscription management for credit cards, e-wallets, and direct debit. - **Platform Payments**: Solutions for platforms and marketplaces to onboard sub-merchants, split funds, and manage payouts. - **Financing**: Quick financing options for businesses to fund regional expansion. ## Market Standing - **Valuation/Market Cap**: Achieved Unicorn status (valuation >$1B) in 2021 after raising $150M in Series C. - **Key Metric**: Total funding of $538M (including a $300M Series D round in 2022). The company processes over 500 million transactions yearly. - **Notable Investors/Partners**: Y Combinator (first Indonesian startup to graduate), and other venture capital firms involved in its Series C and D rounds. - **Growth Signals**: Expanded from Indonesia to the Philippines (2020), Malaysia, Thailand, and Vietnam. Holds a Payment Gateway license from Bank Indonesia. Serves over 10,000 businesses. ## Competitive Advantages - **Deep Local Integration**: Direct integrations with hundreds of payment methods, navigating the complex, non-card-centric payment landscape of Southeast Asia. - **Market-First Innovation**: A track record of being first to market with specific payment flows (e.g., auto-debit in the Philippines, digitalizing bank transfers via virtual accounts in Malaysia). - **Single Platform, Multi-Market**: Allows businesses to unify payments across multiple Southeast Asian countries through a single API and platform, eliminating the need for fragmented integrations. - **Licensed & Secure**: Fully licensed by regulatory authorities and holds internationally recognized security certifications. ## Strategic Focus - **Regional Expansion**: Continuing to build a local presence in more countries across Southeast Asia and beyond (including the USA). - **Product Depth**: Building out a comprehensive financial infrastructure suite that goes beyond payments to include financing and platform management tools. - **Global-to-Local Strategy**: Enabling global companies to easily enter dynamic Asian markets while helping local businesses scale regionally. ## Why Work Here - **Culture & Values**: The company's culture is built around five core values: "Be Trustworthy," "Customers First," "Be Golden" (treat others as you wish to be treated), "Honey Badger" (tenacity and intelligence to outmaneuver larger competitors), and "Grow" (continuous learning). - **Diverse & Inclusive**: Over 600 employees from more than 10 countries, with a 43% female workforce. - **Unique Hiring Process**: Uses a "trial day" (1-5 days) as a key part of the recruitment process, allowing candidates to demonstrate their skills in a real-world context before an offer is made. - **Impact**: Employees work on building digital infrastructure that hasn’t existed before, helping power the digital transformation of dynamic markets. - **Work Policy**: Not explicitly stated, but the company has offices across Southeast Asia (Indonesia, Singapore, Malaysia, Philippines, Thailand, Vietnam) and the USA, suggesting a hybrid/regional in-office model. ## Sources 1. [xendit.co](https://www.xendit.co/en/company/) 2. [xendit.co](https://www.xendit.co/en/careers/) 3. [xendit.co](https://www.xendit.co/en/) 4. [linkedin.com](https://www.linkedin.com/company/xendit) ## Other roles at Xendit - [FinOps Recons Associate](https://feeny.ai/job/finops-recons-associate-xendit-bangkok-dz12b4bzv1c9) — Bangkok, Thailand / India / Jakarta, Indonesia / Kuala Lumpur, Malaysia / Manila, Philippines - [Financial Operations Associate](https://feeny.ai/job/financial-operations-associate-xendit-bangkok-m9cq0yrv7pat) — Bangkok, Thailand - [Solutions Engineer](https://feeny.ai/job/solutions-engineer-xendit-singapore-brmpwmxvw266) — Singapore - [Senior Product Manager - XenPlatform](https://feeny.ai/job/senior-product-manager-xenplatform-xendit-bangalore-68cr7tmextrm) — Bangalore, India / Jakarta, Indonesia / Kuala Lumpur, Malaysia / Manila, Philippines / Mumbai, India / Singapore, Singapore - [Strategic Account Manager](https://feeny.ai/job/strategic-account-manager-xendit-jakarta-3mw83b84bbmt) — Jakarta, Indonesia - [UX Researcher](https://feeny.ai/job/ux-researcher-xendit-bangkok-agjr1jvxv7nr) — Bangkok, Thailand / Jakarta, Indonesia / Kuala Lumpur, Malaysia / Manila, Philippines / Singapore, Singapore - [Product Manager - Developer Experience](https://feeny.ai/job/product-manager-developer-experience-xendit-bali-a3kja51qfedz) — Bali, Indonesia / Bangkok, Thailand / Jakarta, Indonesia / Kuala Lumpur, Malaysia / Manila, Philippines / Singapore, Singapore - [RevOps Systems Administrator (Salesforce)](https://feeny.ai/job/revops-systems-administrator-salesforce-xendit-singapore-2e3ej4k2p74x) — Singapore - [RevOps Systems Administrator (Salesforce)](https://feeny.ai/job/revops-systems-administrator-salesforce-xendit-jakarta-t1hrf269ajv7) — Jakarta, Indonesia - [Financial Partnerships Lead - Market Expansion, Singapore/Hong Kong/Malaysia](https://feeny.ai/job/financial-partnerships-lead-market-expansion-singapore-hong-kong-malaysia-3shvtker423g) — Hong Kong / Singapore, Singapore