Founding Customer Success Manager, SME & Growth

ABOUT AIRWALLEX Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full. ABOUT THE TEAM Airwallex is revolutionizing global banking, and the EMEA Growth team is key to driving growth and retention of our growing long tail of customers. Our work spans Airwallex’s core solutions, including Payments, Business Accounts, Spend and APIs, combining a scalable, customer-first approach with the pace and ambition of a high-growth fintech. As a team, we are driven by a desire to make a positive impact and are constantly innovating to find new ways to support the success of our SME/ Mid Market customers. WHAT YOU’LL DO The Customer Success Manager role is a key commercial operations role at Airwallex as we continue to rapidly grow in EMEA. This role will work with our commercial team on our SME/MM clients through the implementation, go-live and servicing phases. You will work cross functionally, engaging with many teams across the Airwallex family including sales, solutions engineering, account management and operations. Furthermore, you are a technology-minded, fintech enthusiast who is driven by learning the ins and outs of our platform so that you are equipped with the knowledge to solve complex problems. We are looking for someone who has a passion for building relationships, creating amazing customer experiences, and managing the onboarding and customer activation process. Our UK team is growing, we are currently 110+ employees, working in a hybrid work environment with 3 days per week required in our London Office @wells&more - GPE, Fitzrovia. RESPONSIBILITIES - Founding member of the CSM team in EMEA to help build out the function - Manage internal operational steps to onboard a client including pricing configuration, client vendor onboarding forms, validating feature configuration pre-launch - Project manage the implementation of new features across the accounts you support - Serve as the escalation point for a customer on any support or technical issues and work closely with Sales, Account Management, Support, Billing, and other Technical teams to ensure resolution - Monitor usage, SLA adherence, failure rates and consult with client and account manager on best practices to improve metrics and success overall - Develop expertise in the product capabilities and leverage that knowledge to understand issues and potential paths to resolve - Ensure client invoices are correctly generated, sent and received by client including additional reporting if necessary - Ensure the best customer experience through proactive identification of issues, proposing solutions and timely communication to acknowledge and keep them informed WHO YOU ARE - You have at least 5 years of experience in customer success, operations or account management with enterprise clients (advantageous if this is in fintech) - You are a relationship builder - you build meaningful, collaborative relationships with all people that you work with, both internally and externally - You can speak to anyone – you should have exceptional communication skills and be comfortable conversing with people of all backgrounds, domains and seniority level - You are detail obsessed - you check everything upfront twice to make sure there are no downstream impacts due to errors - You are technically minded and have prior experience working in an organization delivering/ troubleshooting SaaS or technical solutions to clients - Experience in payments is desirable - Experience using any of the following tools: Google Suite, Salesforce CRM, Sequel, Google Looker, Zendesk. 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 http://airwallex.com email address. Please apply only through careers.airwallex.com http://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.