VP, Customer Success and Support

About this role

Xendit 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.