Customer Success, Enterprise

Airwallex
London
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Relationship building","Communication","Presentation","Organizational skills","Problem-solving"]

Own the post-sale relationship for a portfolio of strategic enterprise customers, partnering across implementation, go-live, and ongoing growth to deliver measurable value. Help build the EMEA Enterprise Customer Success function from the ground up, lead onboarding and complex adoption programs, manage stakeholder relationships, drive renewals and expansion, and serve as a primary escalation point while using data insights to improve customer outcomes.

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Airwallex
Airwallex
2 days ago

Customer Success, Enterprise

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Last checked: 6 hours agoStatus: Live

Job Summary

Own the post-sale relationship for a portfolio of strategic enterprise customers, partnering across implementation, go-live, and ongoing growth to deliver measurable value. Help build the EMEA Enterprise Customer Success function from the ground up, lead onboarding and complex adoption programs, manage stakeholder relationships, drive renewals and expansion, and serve as a primary escalation point while using data insights to improve customer outcomes.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Act as a founding member of the EMEA Enterprise Customer Success team and help build the function from the ground up.
  • •Own the customer lifecycle from implementation and go-live through adoption, expansion, and renewal.
  • •Lead complex implementation and onboarding programmes, coordinating internal and external stakeholders to meet agreed timelines.
  • •Serve as the primary escalation point for operational, technical, and service-related issues, coordinating with Sales, Account Management, Support, Billing, Product, and Engineering.
  • •Use data and customer insights to identify risks, recommend improvements, monitor KPIs (adoption, volumes, service levels, failure rates), and support optimization of APIs, payments, business accounts, and spend solutions.

Key Requirements

  • •5+ years of experience in Customer Success, Account Management, Solutions Delivery, Operations, or a related client-facing role supporting enterprise customers.
  • •Experience working with complex organisations, multiple stakeholders, and long implementation cycles.
  • •Fintech, payments, banking, APIs, or embedded finance experience is highly desirable.
  • •Strong relationship-building skills with clear communication and presentation ability for technical and non-technical audiences.
  • •Comfort delivering, implementing, or troubleshooting SaaS, API-based, or other technical solutions; uses tools such as Google Workspace, Salesforce, SQL, Looker, and Zendesk.
Experience:5+ yearsFintechPaymentsBankingAPIsEmbedded financeSaaS
Skills:Relationship buildingCommunicationPresentationOrganizational skillsProblem-solving
Tech Stack:APIsPaymentsSalesforceSQLLookerZendeskGoogle Workspace

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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