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About the Role
The Customer Success Manager role is a key commercial operations role at Airwallex, crucial for driving growth and retention of our growing customer base in EMEA. This role supports SME/MM clients through implementation, go-live, and servicing phases, working cross-functionally with sales, solutions engineering, account management, and operations. We seek a technology-minded, fintech enthusiast passionate about building relationships, creating customer experiences, and managing onboarding and activation.
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
Requirements
- At least 5 years of experience in customer success, operations or account management with enterprise clients
- Experience in fintech is advantageous
- Experience in payments is desirable
- Experience using Google Suite, Salesforce CRM, Sequel, Google Looker, Zendesk is desirable
- You are a relationship builder
- You have exceptional communication skills and are comfortable conversing with people of all backgrounds, domains and seniority level
- You are detail obsessed
- You are technically minded and have prior experience working in an organization delivering/ troubleshooting SaaS or technical solutions to clients
Skills
- Customer Success
- Operations
- Account Management
- Fintech
- Payments
- Google Suite
- Salesforce CRM
- Sequel
- Google Looker
- Zendesk
- Communication Skills
- Problem Solving
- SaaS troubleshooting
Location
- London
Work Type
- Hybrid
Experience Level
- 5+ years
About the Company
- Airwallex is the only unified payments and financial platform for global businesses.
- Powered by proprietary infrastructure and software, we empower over 250,000 businesses worldwide.
- Solutions include business accounts, payments, spend management, treasury, and embedded finance.
- Founded in Melbourne, with over 2,300 employees across 27 global offices.
- Valued at US$11 billion and backed by world-leading investors.
- We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership.
- We value strong role-related expertise, sharp thinking, and motivation by our mission and operating principles.
- We move fast with good judgment, dig deep with curiosity, and make decisions from first principles.
- We are humble and collaborative, turning zero-to-one ideas into real products.
- We use AI to work smarter and solve problems faster.
- We tackle complex, high-visibility problems with exceptional teammates and grow careers.
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.