Job Description

 About Swipey

Swipey is SEA’s first CFO-in-a-box built for digital-first SMEs. We unify FinOps and banking into a single operating system — helping founders close their books 5x faster and save up to $25,000 a year by eliminating financial waste.

We believe great products don’t just work — they change how customers feel about their work and their lives.

Customer Success at Swipey exists to make that transformation real, visible, and repeatable.

🚀 Role Overview

As Customer Success & Experience Lead, you will be the voice, advocate, and operator for our customers’ success.

You’ll lead a team of 4 Customer Success Managers, scaling to 6–10, while staying deeply connected to customers themselves — understanding their pain points, workflows, anxieties, and “aha” moments.

Your job is to ensure customers don’t just use Swipey — they feel the relief, clarity, and confidence that Swipey is meant to deliver.

This role blends strong people leadership, deep customer empathy, and structured execution — with enough systems thinking to scale, but always grounded in real customer experience.

🧠 What You’ll Do

Be Relentlessly Customer-Obsessed

• Build deep intimacy with customer pain points, goals, and day-to-day realities
• Understand how different customers use Swipey — and how we can elevate their work and life through better adoption
• Look for multiple moments across the customer journey (onboarding, first success, ongoing usage, expansion) to create small but meaningful moments of joy
• Act as the internal champion for customers, ensuring their voice is heard and acted on

Own End-to-End Customer Outcomes

• Be accountable for customer success from onboarding → activation → deep usage → advocacy
• Ensure customers activate quickly and start using Swipey meaningfully, not superficially
• Track and improve outcomes through NPS, activation rates, feature adoption, and retention
• Personally step in on complex or high-impact customer situations when needed

Lead & Scale a High-Energy CS Team

• Manage, coach, and inspire a team of 4 Customer Success Managers, scaling to 6–10
• Set a high bar for ownership, energy, and customer care
• Design and manage customer pods, ensuring clear ownership per customer
• Build a team culture that is proactive, positive, and biased toward action

Own Customer Support & Issue Resolution (End-to-End)

• Take ownership of all customer-raised issues, ensuring they are clearly recorded, tracked, and resolved
• Triage and reroute issues to the right internal teams (Product, Engineering, Ops, Compliance) with clear context and priority
• Work closely with external partners such as VISA and HSBC to resolve ongoing issues related to payments, cards, banking infrastructure, or third-party dependencies
• Manage customer communication during incidents — setting expectations clearly, proactively updating, and closing the loop with confidence
• Identify recurring issues tied to feature limitations, system bugs, or process gaps, and push for long-term fixes rather than one-off resolutions
• Build lightweight processes and documentation so customer support scales without losing quality or accountability
• Ensure customers feel heard, supported, and taken seriously, especially when things don’t go perfectly

Sweat the Details of the Customer Journey

• Pay close attention to friction points across the Swipey customer experience
• Identify where customers get confused, stuck, delayed, or disengaged
• Continuously improve onboarding flows, communication, and support touchpoints
• Turn small observations into meaningful improvements that compound over time

Build Practical Systems That Support Customers

• Put in place simple, effective processes and tools that help the team deliver consistent outcomes
• Work with Product and Engineering to surface patterns, workarounds, and improvement opportunities
• Use technology as an enabler, not the centerpiece — always in service of better customer outcomes

✅ How Success Is Measured

You’ll be successful if:

• NPS consistently improves
• Customers activate quickly and use Swipey deeply across features
• Discover value and increase number of SaaS plan signup 
• Your team operates with confidence, clarity, and accountability

Job Requirements

 💡 What You Bring

• 4+ years in Customer Success, Account Management, or Customer Operations (SaaS / Fintech preferred)
• Proven history of execution, ownership, and outcome-driven work
• Strong empathy and curiosity about how customers actually work
• High attention to detail — you notice what others miss in customer journeys
• High energy, positive attitude, and a strong can-do mindset
• Comfortable working with systems and tools (but not hiding behind them)
• Bonus: background in engineering, product, or technical roles

💥 You’ll Thrive If You:

• Are customer-obsessed to your core
• Care deeply about improving how people experience their work
• Have high personal energy and bring momentum to teams
• Enjoy building things and making them better every week
• Are a little quirky, unconventional, and willing to challenge “how CS is usually done”
• Take ownership like it’s your own company

Why Join Swipey?

• Redefine how Customer Success is done in Fintech & SaaS
• Work closely with founders and product leaders
• Real ownership, real accountability, real impact
• Competitive salary (RM6-10K)
• Hybrid work (3 days in office)
• A team that values curiosity, energy, and doing things differently

Skills