Customer Success Manager

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 (CSM) – APAC at Solidus Labs, you will own relationships with some of the region’s most forward-thinking digital asset and financial institutions. You’ll drive adoption of our market surveillance, transaction monitoring and risk monitoring solutions, help clients meet evolving regulatory requirements, and ensure they realise measurable business value.

Key Responsibilities

• Customer Relationship Management: Build and maintain trusted partnerships with senior decision-makers and daily users, influencing adoption and ensuring a seamless experience across Solidus Labs’ solutions.
• Consulting Product Adoption: Serve as a trusted advisor to guide customers in adopting Solidus Labs’ platforms and solutions. Provide tailored, consultative guidance aligned with each client’s compliance policies, trading practices, and regulatory requirements to maximize usage and outcomes.
• Value & Retention: Ensure customers derive maximum value from their investment by proactively tracking product usage, identifying gaps, and collaborating with product, engineering, and sales teams to drive retention and growth.
• Strategic Engagement: Lead regular check-ins and quarterly business reviews (QBRs) to review objectives, highlight impact, and align on future outcomes.
• Advocacy & Escalation: Act as the voice of the customer internally, coordinating across teams to resolve issues quickly and influence product roadmaps.
• Growth & Expansion: Identify cross-sell and upsell opportunities, working closely with Account Executives to drive expansion.
• Industry Presence: Represent Solidus Labs at industry conferences, partnerships, and networking events to reinforce our brand and thought leadership.
• Internal Collaboration & Advocacy: Work cross-functionally with product, R&D, sales, onboarding, and support to advocate for client outcomes, align resources for timely solutions, and help shape the product roadmap.

Some regional travel is required.

• 3+ years of experience in customer success, account management, or a related field, preferably with technical enterprise SaaS or compliance solutions.
• Strong understanding of how financial markets operate including trading workflows and life cycle, market participants, and regulatory considerations — and a keen interest in applying this knowledge to compliance and surveillance.
• Fluent in English and Mandarin.
• Strong consultative and problem-solving skills, with a proven track record of delivering measurable customer outcomes.
• Excellent communication and interpersonal abilities, comfortable engaging executives and cross-functional teams.
• Data-driven mindset with the ability to identify trends and design engagement strategies.
• Collaborative and adaptive, thriving in a fast-paced, evolving crypto/fintech environment.