Customer Success Manager

This is a fully remote position, open to applicants in Hong Kong.

📋 Description

• Establish and nurture trusted relationships with executives and compliance leaders in the APAC region, ensuring Solidus Labs' solutions align with regulatory objectives and industry best practices.

• Facilitate product onboarding, configuration, and daily utilization.

• Track account health and key performance indicators to ensure clients achieve maximum return on investment.

• Lead strategic success planning and executive business reviews to secure client renewals.

• Identify opportunities for upselling and cross-selling in partnership with the Sales team.

• Serve as the internal voice of the customer.

• Collaborate with Product and Engineering teams to influence the product roadmap and address escalations.

• Stay informed about trends in digital assets, anti-money laundering (AML), and regulatory developments.

• Represent the organization at industry events.

• Assist clients in navigating emerging risks.

• Work alongside compliance, surveillance, risk, operations, executive stakeholders, Product, Engineering, Sales, and Support teams to drive customer outcomes and foster long-term growth.

⛳️ Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, Consulting, Client Services, or a similar customer-facing position.

• Experience with enterprise SaaS, RegTech, FinTech, capital markets, or digital asset clients is highly preferred.

• Demonstrated success in driving customer adoption, retention, and growth within strategic accounts.

• Strong grasp of financial markets, trading workflows, market participants, and the trade lifecycle is essential.

• Familiarity with market surveillance, transaction monitoring, AML, fraud detection, compliance operations, or risk management is highly desirable.

• Interest in digital assets, blockchain technology, and the evolving regulatory environment.

• Excellent consultative, analytical, and problem-solving skills.

• Ability to convert technical and compliance concepts into tangible business outcomes.

• Exceptional communication and stakeholder management abilities, including engagement at the executive level.

• Comfortable analyzing data to identify trends, risks, and opportunities.

• Highly collaborative, proactive, and adaptable in a dynamic environment.

• Professional fluency in both English and Mandarin, with the capability to engage customers throughout the APAC region.

🏝️ Benefits

• Some regional travel is anticipated to support customers, participate in industry events, and engage in strategic initiatives across the APAC region.