Customer Success Manager, SME & Growth

About the role

We are looking for a Customer Success Manager (Customer Experience Specialist) who is passionate about building meaningful relationships and delivering exceptional customer experiences for our strategic partners' referrals. In this role, you will be the driving force behind client engagement, satisfaction, and retention. As a process-driven problem solver, you will continually seek opportunities to optimize efficiency and elevate the overall customer lifecycle experience. While ensuring customer satisfaction, you will also play a key role in driving product adoption and uncovering growth opportunities by identifying customer challenges and offering tailored solutions - empowering clients to maximize the value of our full product suite. If you are customer-obsessed, solutions-driven, and excited to make a tangible impact on customer success, we'd love to hear from you!

Responsibilities

• Service clients: Act as the escalation point for customer inquiries, complaints, requests and technical issues. Collaborate with Sales, Support and other internal teams to ensure timely resolution
• Manage internal operational workflows: Assist accounts with setup for new product adoptions, including pricing and feature configuration, to ensure a smooth usage experience
• Retain customers : Develop and execute strategies to proactively identify at-risk clients and implement retention initiatives to improve customer satisfaction
• Improve customer experience : Oversee the customer lifecycle management process, continuously identifying areas for optimization
• Drive operational efficiency: Leverage AI tools and automation to enhance customer success workflows, from proactive outreach to issue resolution, continuously iterating based on outcomes
• Generate revenue : Identify and pursue upselling and cross-selling opportunities. Lead the process from identifying client needs and closing deals to ensuring successful product adoption

Requirements

• >2 years of experience in a customer-facing role such as Customer Success, Customer Support, Account Management, or a similar field
• A customer-first attitude, showing empathy and care in understanding and meeting customer needs
• Strong commercial acumen with the ability to identify customer needs, recommend solutions, and drive upselling and cross-selling opportunities to close deals successfully
• Exceptional organizational and time management skills, with a strong attention to detail and high documentation accuracy
• Proven ability to prioritize tasks effectively, quickly learn new systems and processes, and adapt in a fast-paced environment
• Team-oriented attitude, working collaboratively with cross-functional teams to solve problems and deliver results
• Strong verbal and written communication skills in Mandarin, Cantonese and English
• A problem-solving mindset, with the ability to simplify complex challenges and provide creative solutions
• Ability to think big, identify opportunities to optimize customer support processes and systems as part of scaling the team
• 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

Additional Information

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 2,200 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.

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