Customer Success Manager, SME & Growth (HK / SEA)

Airwallex
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 1-3 yearsSkills: ["Communication","Problem-solving","De-escalation","Attention to detail","Organization"]

Serve as the escalation point for top-priority SME customer support issues while partnering closely with Account Management. Own escalated customer queries end-to-end and coordinate across Financial Operations, Onboarding, Risk, and Compliance to drive timely resolution and a white-glove customer experience. Optimize tools and workflows, analyze operational data to remove bottlenecks, and deliver measurable improvements to customer experience and revenue outcomes.

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Airwallex
Airwallex
6 months ago

Customer Success Manager, SME & Growth (HK / SEA)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Serve as the escalation point for top-priority SME customer support issues while partnering closely with Account Management. Own escalated customer queries end-to-end and coordinate across Financial Operations, Onboarding, Risk, and Compliance to drive timely resolution and a white-glove customer experience. Optimize tools and workflows, analyze operational data to remove bottlenecks, and deliver measurable improvements to customer experience and revenue outcomes.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Act as the primary point of escalation for top-priority customer support issues and manage queries end-to-end.
  • •Coordinate with internal and external stakeholders to drive resolution while maintaining a best-in-class customer experience.
  • •Identify inefficiencies across tools, processes, and customer journeys, then implement scalable improvements.
  • •Analyze operational data to identify bottlenecks, uncover opportunities, and generate actionable insights.
  • •Coordinate across Financial Operations, Onboarding, Risk, and Compliance to deliver effective support outcomes.

Key Requirements

  • •1–3 years of experience in Customer Success, Account Management, Customer Support, or a similar customer-facing role.
  • •Ability to manage complex, high-stakes support escalations end-to-end across multiple internal teams.
  • •Strong customer-first communication skills and the ability to de-escalate calmly under pressure.
  • •KPI-driven mindset with action and accountability.
  • •Excellent attention to detail, especially for compliance and documentation workflows.
Experience:1-3 yearsFintechPaymentsRegulated environments
Skills:CommunicationProblem-solvingDe-escalationAttention to detailOrganization

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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