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Airwallex is an AI-native financial operating system serving over 676,000 businesses globally, including McLaren Racing, Qantas, SHEIN, and TikTok. The company operates as the regulated backbone for global payments, holding 85+ licenses and maintaining a presence across North America, Europe, the Middle East, and Asia-Pacific. With headquarters in San Francisco and Singapore and 2,300+ employees across 27 offices, Airwallex builds financial infrastructure for real-time, intelligent commerce.
The Enterprise team partners with ambitious, complex businesses to unlock value from the Airwallex platform. This role sits within the Hong Kong Enterprise team, focusing on Payment Acceptance and Point of Sale use cases.
You will manage and grow a portfolio of Enterprise customers in Hong Kong, building strong long-term relationships with key stakeholders. Your responsibilities include driving adoption and ongoing usage of Airwallex products—particularly Payment Acceptance and POS solutions—by understanding each customer's business model, payment flows, operational setup, and growth priorities. You will partner with customers through onboarding, implementation, go-live, and post-launch optimization, identifying upsell, cross-sell, and expansion opportunities across the Airwallex product suite.
You will monitor account health, usage trends, and commercial performance to proactively address risks and unlock growth. Acting as the voice of the customer internally, you will share structured feedback with Product, Operations, and other teams to improve customer experience. You will coordinate cross-functional support for customer issues, escalations, and strategic initiatives, building trusted relationships with both business and operational stakeholders across customer organizations. Strong account discipline through portfolio reviews, pipeline tracking, forecasting, and regular business reporting is essential.
Success looks like strong adoption and sustained usage of Payment Acceptance and POS solutions across your portfolio, high customer engagement and retention, consistent identification and conversion of expansion opportunities, clear account plans with healthy portfolio management, effective cross-functional collaboration, and credibility as a trusted commercial partner.
REQUIREMENTS:
- 2+ years of experience in account management, customer success, business development, partnerships, or another customer-facing commercial role
- Experience working with B2B customers in fintech, payments, SaaS, e-commerce, or high-growth technology environments
- Good understanding of payment products, acquiring, payment acceptance, POS, or adjacent commerce solutions (highly preferred)
- Strong relationship management skills and confidence working with multiple stakeholders across customer organizations
- Commercial acumen and ability to balance customer value, retention, and growth outcomes
- Strong problem-solving ability with practical and proactive approach to customer needs and issue resolution
- Ability to manage multiple accounts, priorities, and internal stakeholders in a fast-paced environment
- Strong verbal and written communication skills in English and Chinese (Cantonese & Mandarin)
- High ownership, attention to detail, and willingness to learn
- Experience using Salesforce or similar CRM tools (a plus)
