Customer Success Manager

About the Role

We are seeking a skilled Customer/Merchant Success Manager to oversee the operational success and growth of our international fiat on/off-ramp merchants. This position involves complete ownership over the merchant journey—from onboarding and launch to operational excellence, payment optimization, business expansion, and sustained merchant satisfaction.

Collaborating closely with teams such as Sales, Product, Engineering, Risk, Compliance, Treasury, Payment Operations, and Marketing, you will ensure merchants are onboarded effectively, operate seamlessly, grow steadily, and contribute meaningful value to customers and the business. This highly cross-functional role combines end-to-end responsibility for merchant performance, operational efficiency, and revenue enhancement.

Key Responsibilities

• Manage the full merchant lifecycle including onboarding, launch, ongoing improvements, optimization, and retention.
• Oversee daily merchant operations ensuring smooth onboarding, technical implementations, addressing issues promptly, and maintaining high operational standards.
• Promote merchant development and payment efficiency by boosting transaction volumes, enhancing payment success rates, expanding to new markets, and encouraging adoption of novel payment options and services.
• Establish strong relationships with merchants via regular business reviews, strategic success planning, and proactive account management to maximize satisfaction and long-term engagement.
• Work in close partnership with Sales, Product, Engineering, Compliance, Risk, Treasury, and Operations teams to create an exceptional merchant experience and foster continual process improvements.
• Utilize data insights and automation tools to track merchant performance, uncover growth opportunities, streamline operations, and improve scalability.

About OSL and Vision

OSL is the pioneering SFC-licensed digital asset platform in Hong Kong and a front-runner in PayFi innovation. We deliver advanced payment infrastructure via stablecoin payments, cross-border settlement, and global regulatory licenses.

Stablecoins have become a critical payment mechanism in emerging markets and are gaining recognition as blockchain's definitive application. As the industry pivots from token launches to real-world consumer and enterprise adoption, the prime opportunity lies in cross-border B2B payments where embedded stablecoin settlement enables faster, cost-effective, continuous global transactions.

OSL has obtained licenses across Hong Kong, Japan, Australia, Bermuda, and Indonesia, with ongoing expansion into Europe, Brazil, Southeast Asia, and Africa. Our flagship products, OSL Pay and StableX, support over 150 digital assets and provide round-the-clock fiat-to-stablecoin conversions directly into bank accounts and card networks.

As a regulated market leader embracing a startup mindset, we are committed to driving the future of payments through real-world adoption, regulatory trust, and scalable solutions. If you are enthusiastic about cryptocurrency, payments, and building next-generation global financial infrastructure, we encourage you to join us.