Customer Success Manager, Enterprise

Airwallex
Singapore
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 2-4 yearsSkills: ["Communication","Troubleshooting","Attention to detail","Organization","Stakeholder management"]

Own the day-to-day lifecycle partnership for connected merchants and POS platforms in Singapore, from KYC/KYB onboarding and payment enablement through terminal provisioning, implementation, launch, and ongoing support. Combine customer relationship management with practical payments operations and first-line technical troubleshooting. Manage onboarding progress, coordinate terminal lifecycle actions, and escalate issues appropriately while improving outcomes through guides, playbooks, and feedback loops to Product and Engineering.

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FursaFursa
Airwallex
Airwallex
20 hours ago

Customer Success Manager, Enterprise

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Last checked: 13 hours agoStatus: Live

Job Summary

Own the day-to-day lifecycle partnership for connected merchants and POS platforms in Singapore, from KYC/KYB onboarding and payment enablement through terminal provisioning, implementation, launch, and ongoing support. Combine customer relationship management with practical payments operations and first-line technical troubleshooting. Manage onboarding progress, coordinate terminal lifecycle actions, and escalate issues appropriately while improving outcomes through guides, playbooks, and feedback loops to Product and Engineering.
Location: Singapore
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Support connected merchants through KYC/KYB onboarding, payment enablement, and information requests, partnering with Risk and Operations to resolve blockers.
  • •Serve as the primary day-to-day contact for merchants and POS platforms, managing operational queries, implementation milestones, testing, and go-live readiness.
  • •Coordinate the POS terminal lifecycle including registration, assignment, activation, pairing, deployment, replacement, deactivation, and termination.
  • •Provide first-line technical support for the POS platform, including terminal configuration, connectivity, payment flows, POS integrations, and APIs/webhooks.
  • •Investigate and troubleshoot terminal, POS application, integration, and payment issues using logs and transaction/device/API details; escalate appropriately and feed recurring feedback to Product and Engineering.

Key Requirements

  • •2 to 4 years of experience in payments/fintech or a payment technology company, ideally in POS provisioning, merchant operations, implementation, technical support, customer success, or technical account management.
  • •Hands-on experience supporting POS terminals, payment acceptance, merchant onboarding, or connected-account operations.
  • •Working knowledge of KYC and KYB processes, payment enablement, and merchant compliance workflows.
  • •Practical experience managing POS terminal provisioning/lifecycle (activation, assignment, replacement, deactivation, and related operational processes).
  • •Ability to troubleshoot technical issues methodically and communicate clearly with both technical and non-technical stakeholders.
Experience:2-4 yearsPaymentsFintechPayment technologyPOSMerchant onboardingCustomer success
Skills:CommunicationTroubleshootingAttention to detailOrganizationStakeholder management
Languages:EnglishMandarin
Tech Stack:KYCKYBPOS terminal provisioningPOS terminalsPayment APIsSDKsWebhooksSalesforceJiraZendeskLookerPostman

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
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Glassdoor: 3.7
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