Customer Success Operations Manager

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!