Job Description:

This role is responsible for leading and optimising 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 a 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 client lifetime value
• Design and optimise 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 organised with the ability to balance strategic thinking and operational execution

What We Offer:

• 20 days of annual leave
• 15 days of work-from-home (WFH) per year
• WFH every Wednesday
• Complimentary lunch every Tuesday and desserts on Friday
• Health insurance coverage
• Performance-based bonus of up to 2 months' salary

About Statrys:

Statrys is a Hong Kong/Singapore-based fintech company providing a suite of solutions for SMEs, startups, and entrepreneurs operating across borders. Our services include company incorporation, business accounts, foreign exchange, and accounting support, all designed to simplify the way businesses manage their operations internationally. With a focus on transparency, ease of use, and human support, we serve a global client base from offices in Hong Kong, Bangkok, and Singapore, offering multilingual assistance and tailored solutions across every stage of the business journey.

Learn more about us: https://statrys.com