About the role
Type: Full-time
Function: Commercial / Merchant Success
Experience: 8–12 years (payments, merchant-facing)
Reports to: CEO---
About HitPay
HitPay is the payments and financial-operations platform for small and medium businesses across Southeast Asia. Tens of thousands of merchants in Singapore, Malaysia and the Philippines use us to accept payments (cards, PayNow, QR, e-wallets, links and invoices), run point-of-sale and terminals, send payouts, and manage recurring billing — with bill pay and multi-currency accounts launching next. We're a Major Payment Institution licensed by the Monetary Authority of Singapore.
We've built a large, growing book of merchants. This role exists to make sure we keep and grow it.
Why this role exists
Most of the energy at a payments company goes into acquiring new merchants. Far less goes into the revenue we already have — and in payments, the existing book is where the durable margin lives. Today no single person is accountable for the commercial health of that book: for getting to at-risk accounts before they leave, for winning back the ones who lapsed, for growing the ones who stayed, and — critically — for being the commercial voice in the room when we're deciding whether to hold or release a good merchant's account.
You will own all of that. You are the commercial owner of the existing book and the internal counterweight who ensures we don't lose good merchants to avoidable friction — while working hand-in-glove with Compliance, never against them.
This is a senior, high-trust, individual-contributor-first role with a clear path to build a team behind you as the motion proves out.
What you'll own
1. Commercial counterweight on account actions.
When we're about to pause, hold, or freeze an account above a materiality threshold, the commercial decision runs through you — either your sign-off, or a joint decision with Compliance under an agreed SLA. The line is clean: Compliance holds an absolute veto on genuine AML and fraud concerns, and you respect it. You arbitrate the commercial cases — collections, negative balances, settlement holds pending documents, RFI chases — where the question is not "is this criminal?" but "is this recoverable, and is the save worth it?" Your job is to know the difference, argue the commercial case credibly, and know when Compliance is right.
