Customer Success Manager

About Airwallex

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 200000 businesses worldwide including Brex Rippling 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 2000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 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.

Attributes We Value

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.

About the team

Airwallex is revolutionizing global banking and the EMEA Self-Serve team is key to driving growth and retention of our growing long tail of customers. As a team we are driven by a desire to make a positive impact and are constantly innovating to find new ways to support the success of our SME customers.

Success in this role means that the EMEA self-serve book is able to deliver against its commercial growth ambition in the current fiscal year and we are building the scalable data and AI centric motions to deliver sustainable growth for the future. You will work as part of a lean data-driven highly cross functional world-class team.

Our product offering works across 3 pillars Collect Manage & Spend. This includes but is not limited to payments global bank accounts company & employee cards expense management online payments/payment gateway & API integrations.

What youll do

As an Airwallex Customer Success Manager your focus is to identify opportunities for product utilisation and provide the day-to-day support that enables our customers to operate and grow. These customer relationships will be based on a deep understanding of their business and Airwallexs product suite to meet the goals of both parties.

This is a great opportunity to work cross-functionally engaging with many teams across the Airwallex org including sales product engineering marketing finance and strategy. This role will predominantly focus on upselling cross-selling & building multi-stakeholder relationships with our clients.

Responsibilities:

• Proactively engage in existing customer new pipeline generation activities such as targeted outreach campaigns discovery calls and strategic growth marketing initiatives (e.g. promotional offers) to identify new revenue opportunities and drive customer growth.

• Promote the advantages of using the Airwallex platform and ensure our customer base is utilising it in the most effective way and identify potential churning customers and potential interventions

• Educate and drive engagement of our Self-Serve portfolio to use the full range of Airwallex products through lifecycle marketing campaigns ideating and co-creating potential triggers and offers with marketing and strategy support

• Advocate for your customer and represent their voice inside of Airwallex

• Leverage insights from customer support interactions and product usage data to proactively identify opportunities for upselling and cross-selling Airwallex products and features.

• Be a close point of contact for solving customer issues in tandem with the Customer Support and Operations teams

Who you are

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

Minimum qualifications:

• 2 years experience in a customer support or account management role preferably with a fast-growing tech startup or financial services business

• Strong verbal and written communication skills in English

• Demonstrated experience in building customer loyalty and driving increased product adoption with strong track record of hitting KPIs/Targets

• A strong ability to thrive in a fast-paced dynamic environment is essential and previous experience with a high-growth or globally distributed startup is highly beneficial

• Bachelors degree or equivalent

• Proactive self starter and independent to manage and prioritise own book of business

Preferred qualifications:

• Experience with Salesforce Zendesk Looker & Outreach is highly regarded

Applicant Safety Policy: Fraud and Third-Party Recruiters

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.

Equal opportunity

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:

Manager