Position: Head of Customer Success & Product Manager – Fintech

About Us:

A fast-growing Fintech company, Dollarsmart Global (DSGPay), is focused on disrupting and delivering innovative solutions within the Asian payment markets. DSGPay services a broad range of Asian, European and USA SME clients, allowing them to seamlessly grow their business into Asia and Oceania.

Huge growth plans are in place, and DSGPay requires an experienced Head of Customer Success and Product to join its young team. As a licensed financial institution operating in multiple jurisdictions, DSGPay has a global banking network, unique online products and a great brand with the right technology. This is a fantastic opportunity for the right Customer Success professional, driving both exceptional customer outcomes and iterative product innovation.

Key Responsibilities:

Customer Success Leadership

• Lead and scale the Customer Success team to deliver outstanding onboarding, support, and lifecycle management.
• Build a data-driven approach to improve customer retention, satisfaction (NPS/CSAT), and lifetime value.
• Partner closely with Sales, Marketing, and Compliance to deliver a frictionless customer journey and drive improving customer onboarding metrics.
• Develop playbooks and tools to support different customer segments (SME, enterprise, platform partners).
• Own key metrics such as churn, net revenue retention (NRR), and product adoption.

Product Management

• Own the product roadmap for core customer-facing features and experiences.
• Gather requirements through direct customer interaction, usage data, and cross-functional collaboration.
• Prioritise and manage the product backlog; write clear user stories and define success metrics.
• Work closely with Engineering, Design, and Compliance to deliver features from concept to launch.
• Continuously test, iterate, and refine product features based on feedback and performance metrics.

Strategic Responsibilities

• Align customer feedback with product strategy to improve product-market fit and operational efficiency.
• Act as a customer advocate in internal planning, ensuring our product vision is grounded in real-world use.
• Influence go-to-market strategies for new features or releases with Marketing and Sales enablement.

Qualifications:

• 8+ years of combined experience in Customer Success, Product Management, or adjacent roles; at least 3+ years in a leadership capacity.
• Experience in fintech, payments, banking, lending, or financial infrastructure platforms is essential.
• Strong technical fluency with the ability to understand product architecture and user journeys.
• Proven track record of improving customer retention, driving product adoption, and scaling teams.
• Deep understanding of agile product development and customer lifecycle strategies.
• Excellent communication skills with the ability to manage both customer and internal stakeholders.

Preferred Qualifications:

• Familiarity with tools like Jira, Figma, Segment, Salesforce, Gainsight, and Looker.
• Background in API-based or platform fintech products (e.g., embedded finance, white-label banking, crypto).
• Experience launching new fintech products or markets from zero to one.
• MBA, Product Management certification, or equivalent experience in a fast-scaling fintech environment.

What We Offer:

• Competitive salary and equity package
• Hybrid or remote work flexibility
• Healthcare benefits
• Career advancement and learning budget
• A mission-driven culture grounded in ownership, experimentation, and empathy