Senior Customer Success Manager, APAC (Account Management)

About Reap

Reap is a global financial technology company headquartered in Hong Kong with employees across multiple countries. We enable financial connectivity and access for businesses worldwide by combining traditional finance with stablecoins for efficient money movement.

Through our stablecoin-powered corporate cards, payments, and expense management tools, we streamline financial operations and help businesses scale. Our APIs enable businesses to integrate stablecoin-enabled finance into their own products and services—from issuing Visa cards to facilitating cross-border payments.

Backed by leading investors including Acorn Pacific, Index Ventures and HashKey Capital, Reap is building the future of borderless, stablecoin-enabled finance.

Your Role

We’re hiring a Senior Customer Success Manager to own a portfolio of our most strategic Reap Direct customers (web3-native and global fintech operators), while also leading cross-functional activation, upsell, cross-sell, on-time renewals, and churn-prevention initiatives across the broader customer base.You’ll be the executive‑level partner to top accounts and the builder who designs playbooks, health models, and lifecycle programs that scale.

Think: 50% strategic account leadership, 50% “full‑stack” growth and lifecycle work.

You’ll partner tightly with every team to reduce time‑to‑value, expand product usage, and translate user signal into roadmap clarity.

What You'll Do

• Own and grow top accounts
• Serve as primary executive partner for a portfolio of strategic web3/fintech customers; run QBRs/EBRs, map stakeholders, and drive multi‑product adoption.
• Build rapport and trust with customers’ key stakeholders (CEO, CFO, CRO, Payments teams, etc.) through consultative engagement, sharing market insights and trends, and developing a deep understanding of customers’ business and operations.
• Identify and pursue upsell and cross-sell opportunities across Reap's product portfolio.
• Build expansion plans tied to customer outcomes; forecast growth, identify risk early, and orchestrate resolutions across internal teams.
• Drive activation and retention at scale
• Design, test, and iterate lifecycle programs in partnership with Sales, Marketing and Product.
• Build customer health scoring, churn predictors, and adoption dashboards; establish intervention playbooks with CX/Support.
• Stand up outbound engagement experiments that are measurable and repeatable.
• Be the voice of the customer into Product
• Run structured feedback loops with clear problem statements, use‑case narratives, and quantified impact; influence priorities across activation, reporting/expense management, funds movement/treasury, and FX usability.
• Partner with Product & Data to define success metrics, run betas and find design partners with Product, and land features with strong enablement.
• Lead with precision and accountability
• Set up account plans, success plans, and value reviews that anchor on customer KPIs.
• Contribute content (guides, playbooks, templates) that elevates the entire CS function.

What We're Looking For

• Results-focused with a track record of hitting and exceeding retention, expansion, and adoption targets.
• 8–10+ years in Customer Success/Account Management with strategic ownership of mid‑market/enterprise accounts; mix of high‑touch and scaled motions.
• Background with web3/crypto and fintech/payments customers; comfortable discussing stablecoins, wallets, card programs, AML/KYB, and API‑driven products.
• Lifecycle/retention chops: you’ve designed outbound engagement, activation experiments, and health models that moved core metrics.
• Strong analytics instincts; fluent with data tools, AI skills, and dashboard building to guide action.
• Executive communication: crisp narratives, clear MBR/QBRs, and calm under pressure.
• Builder mindset in a fast‑moving environment: you create frameworks, not just operate them.
• Fluency in English & Mandarin.

Nice to Have

• Payments industry experience and/or prior work in scale‑ups with complex products.
• Experience in hybrid/remote, globally distributed teams; APAC market familiarity.

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