Founding Customer Success Manager, SME & Growth

Airwallex
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Relationship building","Collaboration","Communication","Detail orientation","Technical troubleshooting"]

Own the customer success lifecycle for Airwallex’s SME/MM clients across EMEA—supporting onboarding, go-live, and ongoing servicing. Partner with sales, solutions engineering, account management, support, billing, and technical teams to resolve issues and drive activation. You’ll project manage customer implementations, monitor usage and SLAs, help improve success metrics, and ensure accurate invoicing and proactive, high-quality customer experiences.

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Airwallex
Airwallex
6 days ago

Founding Customer Success Manager, SME & Growth

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Last checked: 19 hours agoStatus: Live

Job Summary

Own the customer success lifecycle for Airwallex’s SME/MM clients across EMEA—supporting onboarding, go-live, and ongoing servicing. Partner with sales, solutions engineering, account management, support, billing, and technical teams to resolve issues and drive activation. You’ll project manage customer implementations, monitor usage and SLAs, help improve success metrics, and ensure accurate invoicing and proactive, high-quality customer experiences.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Founding member of the EMEA CSM team to build out the function.
  • •Manage operational steps to onboard clients, including pricing configuration, vendor onboarding forms, and validating feature configuration pre-launch.
  • •Project manage the implementation of new features across supported accounts.
  • •Act as the escalation point for customer support or technical issues, coordinating with sales, account management, support, billing, and technical teams to drive resolution.
  • •Monitor usage, SLA adherence, failure rates, and client invoices; consult on best practices to improve metrics and ensure invoices and reporting are correctly generated and delivered.

Key Requirements

  • •At least 5 years of experience in customer success, operations, or account management with enterprise clients (fintech advantageous).
  • •Experience serving as a relationship builder and collaborating effectively with internal and external stakeholders.
  • •Exceptional communication skills and comfort engaging with people across backgrounds and seniority levels.
  • •Technically minded with prior experience delivering or troubleshooting SaaS/technical solutions to clients.
  • •Experience using tools including Google Suite, Salesforce CRM, Sequel, Google Looker, and Zendesk (payments experience is desirable).
Experience:5+ yearsFintechSaaSEnterprise clients
Skills:Relationship buildingCollaborationCommunicationDetail orientationTechnical troubleshooting
Tech Stack:Google SuiteSalesforce CRMSequelGoogle LookerZendesk

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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