Customer Success Manager, Enterprise

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software we empower over 250000 businesses worldwide including Brex Navan Qantas SHEIN and many more with fully integrated solutions to manage everything from business accounts payments spend management and treasury to embedded finance at a global scale.

Proudly founded in Melbourne we have a team of over 2300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price Visa Mastercard Robinhood Ventures Sequoia Salesforce Ventures DST Global and Lone Pine Capital Airwallex is leading the charge in building the global payments and financial platform of the future. If youre ready to do the most ambitious work of your career join us.

We hire successful builders with founder-like energy who want real impact accelerated learning and true ownership. You bring strong role-related expertise and sharp thinking and youre motivated by our mission and operating principles. You move fast with good judgment dig deep with curiosity and make decisions from first principles balancing speed and rigor.

Youre humble and collaborative; turn zerotoone ideas into real products and you get stuff done end-to-end. You use AI to work smarter and solve problems faster. Here youll tackle complex highvisibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you lets build whats next.

The Enterprise Business team at Airwallex is a high-performing and collaborative group of innovators focused on transforming the way large global businesses operate. Were passionate about delivering cutting-edge payments and financial solutions that streamline operations and drive growth for our enterprise clients. As a team we value strategic thinking prioritising our customers and a deep understanding of the unique challenges faced by multinational organizations.

We are seeking a dynamic and detail-oriented Customer Success Manager to join our team. This role is operationally focused and involves troubleshooting client enablement and acting as a liaison between clients and internal teams including sales and operations. You will play a critical role in ensuring our clients have a smooth and successful experience with Airwallex.

This position is based in Hong Kong.

• Client Enablement & Go-Live: Partner with Account Executives (AEs) to prepare clients for implementation and go-live coordinating onboarding activities and driving product adoption.

• Coordinate with clients and internal teams to complete KYC KYB and RFI requirements resolving blockers and ensuring timely completion.

• Sales Operations: Support AEs with client onboarding opportunity handovers implementation readiness internal coordination and sales platform updates.

• Troubleshooting & Escalations: Serve as a key contact for client queries and onboarding issues coordinating with internal teams to drive timely resolutions.

• Stakeholder Management: Act as the liaison between clients AEs and cross-functional teams ensuring clear communication alignment and smooth onboarding.

• Operational Support: Oversee onboarding workflows ensuring all documentation controls and implementation activities are completed accurately and efficiently.

• Relationship Management: Build trusted client relationships from onboarding through go-live ensuring a seamless transition while capturing client feedback to improve processes and customer experience.

Were looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have but are not mandatory.

• Bachelors degree or above

• At least 2-4 years experience in customer service or sales support environment

• Proven experience in managing client communication and escalations

• Strong verbal and written communication in English

• Strong problem-solving and communication skills

• Ability to work collaboratively in a fast-paced environment

• Attention to detail and the ability to multitask prioritize and meet deadlines

• Start-up Payments or Fintech experience

• Strong verbal and written communication in Cantonese and/or Mandarin

• Familiarity with Salesforce and Google Suite is a plus

To protect you from recruitment scams please be aware that Airwallex will not ask for bank details sensitive ID numbers (i.e. passport) or any form of payment during the application or interview process. All official communication will come from an @ email address. Please apply only through or our official LinkedIn page.

Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition regardless of any other provision to the contrary.

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit qualifications competence and talent. We dont regard color religion race national origin sexual orientation ancestry citizenship sex marital or family status disability gender or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation please let us know.

Required Experience:

IC