About the Role

This role is responsible for leading and optimizing the end-to-end client lifecycle function, ensuring exceptional client experience across onboarding, support, engagement, retention, and product adoption. The successful candidate will lead a high-performing client-facing team, drive operational excellence, and partner cross-functionally to improve processes, client satisfaction, and overall customer value.

The ideal candidate is a strong people leader with proven experience managing and developing teams within customer success, client services, support, or related functions, preferably in fintech, payments, banking, SaaS, or other high-growth environments.

Key Responsibilities

Lead and develop the Client Lifecycle team across onboarding, support, retention, and lifecycle management
Drive excellence across the full client journey, ensuring high-quality client experience and service consistency
Coach and mentor team members and managers, strengthening leadership capability and accountability
Act as a senior escalation point for complex client issues and strategic accounts
Use client insights and operational data to improve retention, product adoption, and overall customer value
Design and optimize SOPs, KPIs, QA frameworks, and scalable operational processes
Partner closely with Product, Compliance, Tech, Sales, and leadership teams to improve workflows and client experience
Identify and implement process improvements to enhance efficiency and service delivery
Develop strong expertise across Statrys products and services

Qualifications

5+ years of experience in customer success, client services, customer support, account management, or related client-facing functions
Proven experience managing and developing high-performing teams
Strong operational mindset with experience improving processes, service standards, and team performance
Experience in fintech, payments, banking, SaaS, or high-growth environments is highly preferred
Familiarity with AI tools and the ability to leverage AI to improve workflows, communication, and operational efficiency
Strong stakeholder management, analytical, and problem-solving skills
Fluent in English
Highly organized with the ability to balance strategic thinking and operational execution

About Statrys

Founded in 2019, Statrys is a fast-growing fintech company with operations in Hong Kong, Singapore, Bangkok, and Paris. We provide a suite of digital services — payment solutions, company incorporation, and accounting — built for modern, cross-border businesses.

As Statrys continues to scale across multiple jurisdictions and expand its product offering, our leads management has become a critical pillar to sustaining growth in the organization. We're looking for a senior commercial leader to build and own the lead generation and sales enablement functions - From strategy to execution, ensuring our sales teams are equipped with the right processes, tools, content, and training to win!

Customer Success Operations Manager