Customer Success Manager, SME & Growth

About Airwallex

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 200,000 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 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, 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.

Attributes We Value

We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.

You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next.

Job Responsibilities

1. Manage the full customer lifecycle of existing clients in the assigned target market in alignment with the company’s market strategy and business objectives, ensuring sustainable, stable, and healthy transaction performance.
   

2. Optimize and execute standardized service processes, leveraging customer self-service platforms and automation tools to improve service efficiency and enhance customers’ ability to resolve issues independently.
   

3. Provide proactive support and timely responses to handle customers’ day-to-day inquiries and operational issues, ensuring high customer satisfaction, closed-loop resolution, and an enhanced overall customer experience.
   

4. Collaborate closely with Strategy, Product, and R&D teams to communicate customer business pain points and product usage feedback, driving continuous product optimization and solution upgrades.
   

5. Work cross-functionally with Marketing, Sales, and Account Management teams to identify clients’ potential needs in cross-border payments and treasury management, and to promote product adoption expansion, increased transaction volume, and higher revenue contribution.
   

6. Identify potential churn risks and business risks in a timely manner based on service processes and team collaboration mechanisms; initiate appropriate risk control and retention actions to safeguard company revenue and maintain controlled risk exposure.
   

7. Lead or participate in end-to-end support for key industry clients and strategic initiatives, coordinating internal and external resources to ensure high-quality and on-time project delivery.

Qualifications

• Bachelor’s degree or above.
  

• Fluent in English as a working language, with native-level proficiency in Mandarin Chinese; able to communicate efficiently and clearly with colleagues and clients in Mainland China.
  

• Minimum of 2 years’ experience in Customer Success, Customer Service, Account Management, or related roles; experience in fintech, cross-border payments, cross-border e-commerce, enterprise services, or B2B SaaS is highly preferred.
  

• Strong results-oriented mindset with high self-motivation, learning agility, and intellectual curiosity; able to deeply understand client business models and product logic and continuously optimize service strategies.
  

• Excellent communication and cross-functional collaboration skills, with the ability to work effectively with Product, Engineering, Risk, Operations, Marketing, and Sales teams to drive complex requirements and projects to execution.
  

• High level of resilience and accountability; capable of managing priorities in a fast-paced, multi-tasking environment while ensuring timely follow-up and closed-loop resolution for key clients and critical matters.
  

工作职责：

1、根据公司市场战略及业务目标，负责目标市场存量客户的全生命周期管理，确保客户交易持续健康稳定。

2、优化并执行标准化服务流程，借助客户自助平台与自动化工具，提升服务效率与客户自主解决问题的能力。

3、通过主动服务与及时响应，处理客户日常咨询与操作问题，确保高满意度与闭环处理，提升客户整体体验。

4、协同战略、产研团队，反馈客户业务痛点与产品使用情况，推动产品优化与解决方案升级。

5、与市场、销售、客户管理等团队紧密协作，挖掘客户在跨境支付与资金管理中的潜在需求，推动客户扩展产品使用范围、提升交易规模与利润贡献。

6、基于服务流程和团队协作机制，及时识别潜在流失客户与业务风险，及时启动风险管控与留存机制，保障公司收益与风险可控。

7、主导或参与重点行业客户与专项项目的全流程支持，协调内外部资源，确保项目按时高质量交付。

任职要求：

• 本科及以上学历。

• 英文可作为工作语言，中文母语水平，能够与中国区同事及客户进行高效、清晰的沟通。

• 2年以上客户成功、客户服务、客户管理或相关领域经验，有金融科技、跨境支付、跨境电商、企业服务或B2B SaaS行业经验者优先。

• 结果导向，具备自驱力、学习心态与好奇心，能深入理解客户业务与产品逻辑，持续优化服务策略。

• 具备优秀的沟通与协同能力，能够联动产品、技术、风控、运营、市场、销售等多部门，推动复杂需求与项目落地。

• 具备较强的抗压能力与责任心，能在多任务环境中合理规划优先级，确保关键客户与重要事项得到及时跟进和闭环处理。

Applicant Safety Policy: Fraud and Third-Party Recruiters

To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.

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.

Equal opportunity

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.