MidFull TimeEN
Role: Customer Success Manager (CSM)
Location: China
Department: Account Management / Customer Success
Reporting to: Head of Account Management
The Customer Success Manager (CSM) will be responsible for owning the post-sales merchant experience, ensuring smooth onboarding, operational excellence, and long-term merchant success. This role is central to driving retention, satisfaction, and scalable operations while working closely with Sales, Product, Compliance, and Operations teams.
Merchant Onboarding & Activation
Own end-to-end merchant onboarding, including coordination with Compliance, Operations, and Tech teams
Ensure timely go-live and seamless integration for merchants
Create and improve onboarding playbooks, SOPs, and documentation
Day-to-Day Merchant Operations
Act as the primary point of contact for assigned merchants
Manage daily operational queries related to payments, settlements, integrations, and platform usage
Proactively monitor merchant activity and resolve issues before escalation
Customer Success & Relationship Management
Build strong, trusted relationships with merchants
Drive product adoption and ensure merchants derive maximum value from Tazapay’s solutions
Conduct regular check-ins, health reviews, and success touchpoints
Internal Collaboration
Work closely with Sales for smooth handovers and ongoing account alignment
Partner with Product and Tech teams to relay merchant feedback and influence roadmap priorities
Coordinate with Finance and Operations on settlements, reconciliations, and issue resolution
Process & Scale
Identify gaps in merchant experience and recommend process improvements
Help build scalable CSM workflows as the customer base grows
Support the foundation of the Customer Success vertical, including tools, metrics, and best practices
Merchant onboarding timelines
Merchant satisfaction and engagement
Issue resolution turnaround time
Retention and expansion readiness
Operational efficiency and process adherence
