Customer Success Manager

About the Role

We are looking for an experienced Customer/Merchant Success Manager to own the operational success and business growth of our global fiat on/off-ramp merchants.

This role goes beyond traditional merchant support. You will own the entire merchant lifecycle—from onboarding and launch through operational excellence, payment optimisation, business growth, and long-term merchant success.

Working closely with Sales, Product, Engineering, Risk, Compliance, Treasury, Payment Operations, and Marketing, you will ensure merchants are launched efficiently, operate reliably, grow sustainably, and deliver long-term value for both our customers and the business.

This is a highly cross-functional role with end-to-end ownership of merchant performance, operational excellence, and revenue growth.

Key Responsibilities

• Own the end-to-end merchant lifecycle, from onboarding and launch through ongoing growth, optimisation, and retention.
• Manage day-to-day merchant operations, ensuring smooth onboarding, technical implementation, issue resolution, and operational excellence.
• Drive merchant growth and payment performance by increasing transaction volumes, improving payment success rates, expanding into new markets, and driving adoption of new payment methods and products.
• Build trusted relationships with merchants through regular business reviews, success planning, and proactive account management to maximise merchant satisfaction and long-term value.
• Partner closely with Sales, Product, Engineering, Compliance, Risk, Treasury, and Operations to deliver an exceptional merchant experience and drive continuous improvements.
• Leverage data and automation to monitor merchant performance, identify growth opportunities, optimise operational processes, and improve scalability.

Vision & Mission

OSL is the first SFC-licensed digital asset platform in Hong Kong and a leading PayFi innovator. Through stablecoin payments, cross-border settlement, and global regulatory licences, we are building the next generation of payment infrastructure.

Stablecoins have evolved into a practical payment rail across emerging markets and are increasingly recognised as blockchain's killer app. As the industry shifts from token issuance to real-world consumer and enterprise adoption, the greatest opportunity lies in cross-border B2B payments, where embedded stablecoin settlement delivers faster, lower-cost, and always-on global transactions.

OSL holds or has acquired licences in Hong Kong, Japan, Australia, Bermuda, and Indonesia, while continuing to expand across Europe, Brazil, Southeast Asia, and Africa through acquisitions and new licence applications.

With OSL Pay and StableX, we enable stablecoin settlement directly into bank accounts and card networks, support over 150 digital assets, and provide 24/7 fiat-to-stablecoin conversion. As a regulated market leader with a startup mindset, we believe the future of payments will be driven by real-world adoption, regulatory trust, and scalable infrastructure.

If you're passionate about crypto, payments, and building the future of global financial infrastructure, we'd love to hear from you.