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About the Role

Airwallex is revolutionising global banking, and our Embedded Finance team is building the infrastructure that enables enterprises to deliver financial products and experiences to their customers. This is an opportunity to join the founding team of our EMEA Enterprise Customer Success function, helping to shape the processes, playbooks and operating model for the team as it grows.

Responsibilities

Act as a founding member of the EMEA Enterprise Customer Success team and help build the function from the ground up.
Manage and grow relationships with embedded finance customers and enterprise clients, typically organisations with more than 1,000 employees.
Own the customer lifecycle from implementation and go-live through adoption, expansion and renewal.
Build trusted relationships with senior stakeholders, technical teams and operational contacts across customer organisations.
Lead complex implementation and onboarding programmes, coordinating internal and external stakeholders to deliver against agreed timelines.
Develop customer success plans, define objectives and establish success metrics aligned to each customer’s business goals.
Serve as the primary escalation point for operational, technical and service-related issues.
Coordinate with Sales, Account Management, Support, Billing, Product and Engineering to drive timely resolution of customer issues.
Monitor product adoption, transaction volumes, service levels, failure rates and other key performance indicators.
Use data and customer insights to identify risks, recommend improvements and drive increased adoption and value.
Support customers in optimising their use of Airwallex’s APIs, Payments, Business Accounts and Spend solutions.
Project-manage the rollout of new products, features and capabilities across your accounts.
Proactively identify opportunities to improve the customer experience and prevent potential issues.
Ensure customers receive clear, timely and proactive communication throughout incidents, changes and key delivery milestones.
Develop deep expertise in Airwallex’s products and embedded finance capabilities to advise customers and resolve complex challenges.
Contribute to the development of scalable playbooks, processes and best practices for Enterprise Customer Success.

Requirements

You have 5+ years of experience in Customer Success, Account Management, Solutions Delivery, Operations or a related client-facing role supporting enterprise customers.
You have experience working with complex organisations, multiple stakeholders and long implementation cycles.
You are an accomplished relationship builder who can establish credibility and trust with stakeholders at all levels of seniority.
You have exceptional communication and presentation skills and are comfortable engaging with both technical and non-technical audiences.
You are commercially minded and able to identify opportunities to drive customer value, adoption and growth.
You are highly organised and comfortable managing multiple complex projects and priorities simultaneously.
You are detail-oriented and understand the importance of operational accuracy when supporting enterprise customers.
You are technically minded and have experience delivering, implementing or troubleshooting SaaS, API-based or other technical solutions.
You are proactive, solutions-oriented and comfortable working in a fast-paced, ambiguous environment.
You enjoy building from scratch and are excited by the opportunity to help shape a new Customer Success function.

Skills

Fintech
Payments
Banking
APIs
Embedded finance
Google Workspace
Salesforce
SQL
Looker
Zendesk

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 our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, 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 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 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.
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.

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.