Customer Success Manager, SME & Growth

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 150,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 1,700 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$6.2 billion and backed by world-leading investors including Visa, Airtree, Blackbird, Sequoia, DST Global, Greenoaks, Salesforce Ventures, Lone Pine, and Square Peg, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us.

We are seeking a highly motivated and results-oriented Customer Success Manager to join our growing team. In this role, you will play a pivotal part in driving customer engagement and success through scalable engagement. Your primary focus will be on identifying and engaging high-value clients within our existing customer base who currently do not have a dedicated Account Manager. You will take a data-driven approach to spotting trends, and design and execute impactful engagement strategies across various channels, to maximise account potential and prevent churn.

• Opportunity Identification: Proactively analyze our existing client base to identify high-value accounts with untapped potential.

• Client Engagement: Proactively engage with existing clients to understand their needs, identify opportunities for upselling/cross-selling.

• Data Analysis and Optimization: Track and analyse key metrics, and leverage data to optimize engagement strategies and maximize impact.

• Cross-functional Collaboration: Partner closely with Sales, Product, and Marketing teams to ensure alignment and achieve shared goals.

• Hunter Mentality: Self-starter with a strong drive to identify and engage potential high-value clients

• Customer Engagement: Passion for delivering exceptional customer experiences and driving customer satisfaction.

• Strong Communication Skills: Proficiency in verbal and written communication in both English and Mandarin.

• Problem-Solving Abilities: Driven with strong problem-solving skills, able to address and resolve customer issues effectively.

• Data Affinity: Comfortable with data analysis, able to identify trends, make hypotheses, and inform strategies.

• Tech-Savviness: Comfortable with using new software/tools to drive client activation and increase wallet share.

• 1~3 years’ Industry Experience: Experience in customer success, marketing, or related field with demonstrated track record of successfully designing and executing campaigns. Experience in start-up and fintech environments preferred

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.

Airwallex does not accept unsolicited resumes from search firms/recruiters.  Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s).  Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.