Head of Customer Success

About MatchMove:MatchMove is a profitable Singapore-based fintech company and one of Asia’s leading Banking-as-a-Service (BaaS) providers, enabling businesses to embed financial services directly into their digital ecosystems. Operating its proprietary, secure, and regulated Banking Wallet OS™ platform across Asia and beyond, MatchMove empowers enterprises to issue accounts, cards, payments, loans, and other financial products seamlessly within their own platforms.The company is experiencing double-digit year-on-year growth and processes billions of dollars in transactions each year, underscoring its scale, resilience, and trust among partners and users. Recognized with multiple industry awards — including the Frost & Sullivan’s 2025 Singapore Enabling Technology Leadership Recognition for Excellence in Embedded Finance Innovation — MatchMove has been celebrated for driving innovation across a wide range of embedded finance use cases.By partnering with leading local banks and ecosystem players, MatchMove bridges the gap between traditional banking and modern digital commerce. Its mission is to deliver innovative, secure, and inclusive financial technology solutions that drive digital transformation for businesses while empowering millions of end users across the region.With a strong commitment to innovation, regulatory excellence, and sustainable growth, MatchMove continues to pioneer new approaches to embedded finance, redefining how businesses and consumers access and interact with financial services in Asia and beyond.Skills:#StrategicLeadership #ClientRelationshipManagement #RevenueGrowth #FintechExpertise #GlobalTeamLeadership #AILiteracy #DigitalFluency #NPSOptimization #API #SaaS #B2BAre You The One?The Head of Client Growth leads our distributed Client Growth team across Asia, driving revenue expansion and client retention across MatchMove's global portfolio. Reporting to the President and Fintech CCO, you'll maximize client lifetime value, unlock growth opportunities, and deliver exceptional experiences through strategic collaboration across sales, product, marketing, and operations.What You'll Do:Strategic Client Growth & Revenue ExpansionDevelop and implement client growth strategies aligned with MatchMove's business objectives across all marketsIdentify and execute upselling, cross-selling, and new product adoption opportunitiesDefine and optimize KPIs, including revenue growth, retention rates, NPS, and client lifetime valueMaintain accurate revenue forecasting and pipeline managementDrive continuous NPS improvement through targeted satisfaction initiativesClient Success & Relationship ManagementBuild strategic relationships with global clients as a trusted advisor and partnerConduct Quarterly Business Reviews (QBRs) with each client to assess performance, address concerns, and identify growth opportunitiesDesign and implement client success programs that drive product adoption and maximize value realizationMonitor adoption rates and provide actionable insights to clientsChampion client needs to be internally as the voice of the customerSystematically gather and act on client feedback to improve NPS and client successOperational Excellence & Team LeadershipLead, mentor, and develop a high-performing Client Growth team distributed across AsiaCollaborate with Solution Architects, Program, and Implementation Teams for seamless client onboardingEnsure adherence to SOPs and SLAs for operational excellenceEstablish and maintain robust QBR process framework with consistent executionSet clear performance expectations tied to revenue, retention, and NPS targetsFoster a culture of client-centricity, collaboration, and continuous improvementCross-Functional Collaboration & InsightsPartner with sales, product, marketing, and operations teams to align on client growth initiativesWork with solution partners (e.g., Payment Networks) to ensure offerings meet evolving client needsProvide client insights to inform product roadmap and go-to-market strategiesFacilitate cross-functional participation in QBRs for comprehensive client supportData Analysis & Strategic ReportingLeverage CRM and/or AI analytics tools to track performance, identify trends, and uncover opportunitiesDevelop and present comprehensive reports on client growth, retention, NPS trends, and revenue to executive leadershipUtilize data to forecast trends, predict churn risk, and recommend proactive interventionsPrepare executive-level QBR summaries with key themes and strategic recommendations.What You Bring:Experience & Industry KnowledgeMinimum 10 years in client growth, account management, or sales leadership within fintech, payments, or remittance sectorsProven track record driving revenue growth and achieving ambitious targets with demonstrable NPS improvementsLeadership experience managing teams across multiple geographies, preferably in AsiaDeep understanding of embedded finance, digital payments, and BaaS platform solutionsExperience designing and executing QBR processes that drive engagement and business outcomesBasic technical expertise, including API understanding and Level 1 troubleshooting capabilitiesSingaporean and SPR preferredCore CompetenciesStrategic thinking with strong execution capabilitiesData-driven mindset with advanced analytical abilitiesCultural sensitivity for working across diverse, international teamsResults-oriented with accountability for revenue, retention, NPS, and client satisfactionStrong presentation and facilitation skills for executive-level QBRsUse AI analytics tools for actionable insights, NPS analysis, churn prediction, and growth optimizationImplement AI-driven workflows for client communication, QBR preparation, and performance trackingStay current with emerging AI applications in client success and predictive analyticsProficiently leverage CRM platforms with AI capabilities and machine learning modelsWhy This Role Matters:As Head of Client Growth, you'll scale MatchMove's global footprint and ensure clients achieve maximum value from our Banking Wallet OS™ platform. Your leadership will directly impact revenue growth, client satisfaction, NPS performance, and MatchMove's position as a leader in embedded finance across Asia and beyond.MatchMove Culture:We cultivate a dynamic and innovative culture that fuels growth, creativity, and collaboration. Our fast-paced fintech environment thrives on adaptability, agility, and open communication.We are AI-first in our approach. We embrace AI as a strategic tool that enhances decision-making, creativity, and productivity. Every team member is equipped and encouraged to integrate AI into their workflow, experiment with new tools, and contribute to our collective AI literacy.We focus on employee development, supporting continuous learning and growth through training programs, learning on the job and mentorship.We encourage speaking up, sharing ideas, and taking ownership. Embracing diversity, our team spans across Asia, fostering a rich exchange of perspectives and experiences.Together, we harness the power of fintech and e-commerce to impact people's lives meaningfully.Grow with us and shape the future of fintech. Join us and be part of something bigger!Personal Data Protection Act:By submitting your application for this job, you are authorizing MatchMove to:collect and use your personal data, and disclose such data to any third party with whom MatchMove or any of its related corporations has service arrangements, in each case for all purposes in connection with your job application and employment with MatchMove; andretain your personal data for one year to consider future job opportunities (where applicable).________________________________________________________________________________MatchMove is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.