Customer Success Manager, SME & Growth

Airwallex
Shenzhen, Guangzhou, Shanghai
Workplace: OnsiteFull timeCNY 10,000 - 20,000 monthlyFunction: Customer Success & Account ManagementExperience: 2+ yearsEducation: bachelorsSkills: ["Learning ability","Data analysis","Summarization","Results-oriented","Cross-team collaboration"]

Own customer relationships for SME and Growth accounts by providing onboarding services for new customers and ongoing support for existing ones. Manage end-to-end service from activation through early transactions, responding to inquiries and driving satisfaction and adoption. Partner with Sales, Marketing, and cross-functional Ops, Risk, and Compliance teams to surface customer needs, identify risks, and improve product outcomes through KYC/KYB case management in Salesforce and internal systems.

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Airwallex
Airwallex
1 month ago

Customer Success Manager, SME & Growth

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Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Own customer relationships for SME and Growth accounts by providing onboarding services for new customers and ongoing support for existing ones. Manage end-to-end service from activation through early transactions, responding to inquiries and driving satisfaction and adoption. Partner with Sales, Marketing, and cross-functional Ops, Risk, and Compliance teams to surface customer needs, identify risks, and improve product outcomes through KYC/KYB case management in Salesforce and internal systems.
Location: Shenzhen, Guangzhou, Shanghai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Maintain in-depth relationships with target customers based on company market strategy, including early-stage service for new customers and ongoing support for existing customers.
  • •Provide service follow-up from activation to first three orders so customers understand and adopt the product; handle funds inquiries and internal reviews as needed.
  • •Proactively serve existing customers using efficient service processes and respond quickly to customer questions to improve service efficiency, satisfaction, and product experience.
  • •Collaborate with Marketing and Sales to identify and develop dormant and high-potential customers to increase customer value.
  • •Coordinate with Ops, Risk, Compliance, and strategy/product/engineering teams to identify risks, surface customer pain points, and drive product improvements, including managing KYC/KYB and related RFI cases in Salesforce/internal systems to meet SLA requirements.

Pay and Benefits

Salary: CNY 10,000 - 20,000 monthly

Key Requirements

  • •Bachelor’s degree or above, fluent in Chinese and English.
  • •2+ years in customer service, customer experience, or customer success; experience in cross-border B2B payments and KYC/KYB-related work preferred.
  • •Strong learning ability, data analysis, and summary/abstraction skills.
  • •Results-oriented with growth mindset and curiosity.
  • •Team collaboration and cross-team communication skills.
Experience:2+ yearsCross-border paymentsB2BKYCKYB
Education:Bachelor's
Skills:Learning abilityData analysisSummarizationResults-orientedCross-team collaboration
Languages:EnglishChinese
Tech Stack:SalesforceKYCOngoing KYCTMKYBRFISLAInternal systemsAI

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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