Customer Success Manager - APAC

About Solidus Labs

At Solidus, we believe digital assets offer an opportunity to transform finance and make it more inclusive, transparent, and efficient. Our team uses over 20 years of experience developing Wall Street-grade FinTech to build crypto-native market surveillance and compliance infrastructure. Digital asset firms globally use our products to detect, investigate, and report compliance threats, trade manipulation, and fraud in order to protect investors, provide transparency, apply for licensing, and comply with regulation. Our work is key to promoting institutional adoption of digital assets and growing the ecosystem.

Role Overview

As a Customer Success Manager for APAC, you will partner with some of the region’s most innovative exchanges, brokers, fintechs, banks, and digital asset firms. You will serve as a strategic advisor to customers, helping them strengthen their compliance programs, maximize the value of their investment in Solidus Labs, and navigate an evolving regulatory landscape.

This role combines sales, consulting, relationship management, and industry expertise. You will work closely with compliance, surveillance, risk, operations, and executive stakeholders while collaborating internally with Product, Engineering, Sales, and Support teams to drive customer outcomes and long-term growth.

Key Responsibilities:

Strategic Customer Partnership

• Build trusted relationships with executive sponsors, compliance leaders, and operational stakeholders across your portfolio.
• Develop a deep understanding of each customer's business objectives, compliance framework, trading activity, and regulatory obligations.
• Act as a strategic advisor, helping customers align their surveillance and monitoring programs with industry best practices.

Adoption and Business Value Realization

• Drive successful adoption of Solidus Labs' market surveillance, transaction monitoring, and risk monitoring solutions.
• Guide customers on configuration, workflows, alert management, and operational best practices to maximize effectiveness.
• Define success metrics and measurable outcomes, ensuring customers realize value from their investment.
• Monitor account health, product usage, and engagement trends to proactively identify risks and opportunities.

Customer Retention and Growth

• Lead customer success planning, executive business reviews, and strategic account discussions.
• Develop and execute retention strategies to improve customer satisfaction, renewals, and long-term partnerships.
• Identify expansion opportunities and collaborate with Account Executives to support cross-sell and upsell initiatives.
• Contribute to revenue retention and growth across the APAC customer base.

Customer Advocacy

• Serve as the voice of the customer internally by communicating feedback, market trends, and product enhancement opportunities.
• Partner with Product and Engineering teams to influence roadmap priorities and improve customer outcomes.
• Coordinate cross-functional efforts to resolve escalations and ensure timely, effective solutions.

Industry & Thought Leadership

• Stay informed on developments in digital assets, financial markets, market abuse, AML, transaction monitoring, and regulatory expectations.
• Represent Solidus Labs at industry conferences, customer events, webinars, and networking engagements.
• Help customers understand emerging risks, compliance challenges, and evolving industry best practices.

Cross-Functional Collaboration

• Partner closely with Sales, Product, Engineering, Onboarding, Support, and Compliance teams to deliver a seamless customer experience.
• Share customer insights that help improve processes, products, and go-to-market strategies.
• Support onboarding and implementation efforts when required to ensure successful customer launches.

What We’re Looking For

Experience

• 5+ years of experience in Customer Success, Account Management, Consulting, Client Services, or a related customer-facing role.
• Experience supporting enterprise SaaS, RegTech, FinTech, capital markets, or digital asset clients is highly preferred.
• Proven track record of driving customer adoption, retention, and growth within strategic accounts.

Domain Knowledge

• Must have: strong understanding of financial markets, trading workflows, market participants, and the trade lifecycle.
• Nice to have: familiarity with market surveillance, transaction monitoring, AML, fraud detection, compliance operations, or risk management is highly desirable.
• Interest in digital assets, blockchain technology, and the evolving regulatory landscape.

Skills

• Strong consultative, analytical, and problem-solving abilities.
• Ability to translate technical and compliance concepts into business outcomes.
• Excellent communication and stakeholder management skills, including executive-level engagement.
• Comfortable working with data to identify trends, risks, and opportunities.
• Highly collaborative, proactive, and adaptable in a fast-paced environment.

Language

• Must have professional fluency in both English and Mandarin, with the ability to engage customers across the APAC region.

Location

Hong Kong (Remote)

Some regional travel is expected to support customers, industry events, and strategic engagements across APAC.