Customer Success Manager, SME & Growth

Airwallex
Shanghai
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2+ yearsEducation: bachelorsSkills: ["Communication","Collaboration","Problem-solving","Data analysis"]

The role focuses on maintaining and expanding relationships with existing mid-market and SME customers, coordinating cross-functional teams to optimize service platforms and automation, and driving product improvements based on customer feedback. You will collaborate with Strategy, Product, Marketing, Sales and Compliance to unlock customer value and ensure high satisfaction across a global, cross-border customer base.

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Airwallex
Airwallex
7 months ago

Customer Success Manager, SME & Growth

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

The role focuses on maintaining and expanding relationships with existing mid-market and SME customers, coordinating cross-functional teams to optimize service platforms and automation, and driving product improvements based on customer feedback. You will collaborate with Strategy, Product, Marketing, Sales and Compliance to unlock customer value and ensure high satisfaction across a global, cross-border customer base.
Location: Shanghai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Maintain deep engagement with target-market existing clients according to market strategy.
  • •Build and operate self-service platform and automated customer support tools to optimize internal and external customer service processes.
  • •Provide proactive service to existing clients via service platforms and automation tools, respond efficiently to inquiries to improve service efficiency and product experience.
  • •Collaborate with Strategy and R&D teams to identify customer pain points and drive product improvements.
  • •Coordinate with Marketing, Sales and Customer Management teams to nurture dormant or high-potential customers and increase customer value.

Key Requirements

  • •Bachelor's degree or above
  • •2+ years of experience in customer service, customer experience or customer success, enterprise services or leading cross-border companies preferred
  • •Ability to build and optimize frontline business and platform toolchains, and make data-driven decisions
  • •Results-oriented with growth mindset and curiosity
  • •Strong teamwork and cross-functional collaboration to drive complex projects
Experience:2+ yearsEnterprise softwareFintechPayments
Education:Bachelor's
Skills:CommunicationCollaborationProblem-solvingData analysis
Tech Stack:AIData analysis

Company Brief

Airwallex
Airwallex is a global payments and financial platform that provides business accounts, cross-border payments, treasury, corporate cards, and embedded finance APIs to help companies manage global financial operations and scale internationally.
Industry: Fintech Infrastructure
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: Singapore, Singapore
Founded: 2015
Glassdoor
Glassdoor: 3.7
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