Airwallex

3 weeks ago

Manager, Customer Success Management, SME&Growth (Massive Accounts)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead the customer management team with a focus on deep运营 of existing merchants to improve customer satisfaction, product stickiness, and business growth. Build and optimize service processes using self-serve platforms, automated customer service tools, and SOPs, and drive cross-functional collaboration with strategy, product, and compliance to grow transactions. Develop and execute运营 strategies, identify risks and churn signals, and translate customer needs and usage data into insights to improve product features.

Location: Shanghai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Manage the team day-to-day, setting team goals, assigning customers, running performance management, and planning talent development.
•Build and optimize customer service processes using self-serve platforms, automated customer service tools, and SOPs to improve service efficiency.
•Establish internal collaboration mechanisms to ensure smooth cross-department work with strategy, product, and compliance, supporting stable transaction growth.
•Define and execute existing-merchant运营 strategies to drive transaction growth, activity improvement, and product penetration.
•Analyze customer business data and usage behavior, identify risk merchants and compliance issues, and translate insights and customer pain points into product improvements.

Key Requirements

•Bachelor’s degree or above (full-time).
•5+ years of experience in customer service / customer success / customer operations, with preferred experience in cross-border payments, cross-border e-commerce platforms, or cross-border SaaS.
•Experience managing a team or leading projects, including goal setting, performance management, and mentoring team members.
•Strong customer service mindset, communication skills, and problem-solving ability.
•Strong learning ability and execution; capable of cross-team collaboration to deliver complex projects.

Experience:5+ yearsCross-border paymentsCross-border e-commerceCross-border SaaS

Education:Bachelor's

Skills:CommunicationProblem-solvingTeam managementMentoringCross-functional collaboration

Tech Stack:AISOPAutomation

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: 3.7

Website LinkedIn Glassdoor

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Airwallex

3 weeks ago

Manager, Customer Success Management, SME&Growth (Massive Accounts)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Shanghai

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Manage the team day-to-day, setting team goals, assigning customers, running performance management, and planning talent development.
•Build and optimize customer service processes using self-serve platforms, automated customer service tools, and SOPs to improve service efficiency.
•Establish internal collaboration mechanisms to ensure smooth cross-department work with strategy, product, and compliance, supporting stable transaction growth.
•Define and execute existing-merchant运营 strategies to drive transaction growth, activity improvement, and product penetration.
•Analyze customer business data and usage behavior, identify risk merchants and compliance issues, and translate insights and customer pain points into product improvements.

Key Requirements

•Bachelor’s degree or above (full-time).
•5+ years of experience in customer service / customer success / customer operations, with preferred experience in cross-border payments, cross-border e-commerce platforms, or cross-border SaaS.
•Experience managing a team or leading projects, including goal setting, performance management, and mentoring team members.
•Strong customer service mindset, communication skills, and problem-solving ability.
•Strong learning ability and execution; capable of cross-team collaboration to deliver complex projects.

Experience:5+ yearsCross-border paymentsCross-border e-commerceCross-border SaaS

Education:Bachelor's

Skills:CommunicationProblem-solvingTeam managementMentoringCross-functional collaboration

Tech Stack:AISOPAutomation

Company Brief

Airwallex

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: 3.7

Website LinkedIn Glassdoor