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Airwallex is a unified payments and financial platform serving over 250,000 businesses globally, including Brex, Navan, Qantas, and SHEIN. The company is valued at $11 billion and backed by leading investors including Sequoia, Salesforce Ventures, and Visa. You will join the founding team of the EMEA Enterprise Customer Success function, helping to build and shape the processes, playbooks, and operating model as the team grows.
As an Enterprise Customer Success Manager, you will own the post-sale relationship for a portfolio of strategic enterprise customers, typically organizations with 1,000+ employees. You will partner with customers throughout implementation, go-live, and ongoing growth, ensuring they achieve measurable value from Airwallex's embedded finance, payments, business accounts, spend management, and API solutions.
Key responsibilities include:
- Acting as a founding member of the EMEA Enterprise Customer Success team and helping build the function from the ground up
- Managing and growing relationships with embedded finance customers and enterprise clients
- Owning the full customer lifecycle from implementation and go-live through adoption, expansion, and renewal
- Building trusted relationships with senior stakeholders, technical teams, and operational contacts
- Leading complex implementation and onboarding programs, coordinating internal and external stakeholders
- Developing customer success plans with defined objectives and success metrics aligned to business goals
- Serving as the primary escalation point for operational, technical, and service-related issues
- Coordinating cross-functionally with Sales, Account Management, Support, Billing, Product, and Engineering teams
- Monitoring product adoption, transaction volumes, service levels, and key performance indicators
- Using data and customer insights to identify risks, recommend improvements, and drive adoption
- Supporting customers in optimizing their use of APIs, Payments, Business Accounts, and Spend solutions
- Project-managing rollouts of new products, features, and capabilities
- Developing deep expertise in Airwallex's products and embedded finance capabilities
- Contributing to the development of scalable playbooks and best practices
The role requires working three days per week in the London office at Wells & More, Fitzrovia, in a hybrid environment.
REQUIREMENTS:
- 5+ years of experience in Customer Success, Account Management, Solutions Delivery, Operations, or related client-facing roles supporting enterprise customers
- Experience working with complex organizations, multiple stakeholders, and long implementation cycles
- Experience in fintech, payments, banking, APIs, or embedded finance (highly desirable)
- Accomplished relationship builder who can establish credibility and trust with stakeholders at all levels
- Exceptional communication and presentation skills; comfortable engaging with technical and non-technical audiences
- Commercially minded; able to identify opportunities to drive customer value, adoption, and growth
- Highly organized; comfortable managing multiple complex projects and priorities simultaneously
- Detail-oriented; understanding of operational accuracy importance when supporting enterprise customers
- Technically minded with experience delivering, implementing, or troubleshooting SaaS, API-based, or other technical solutions
- Proactive, solutions-oriented, comfortable in fast-paced, ambiguous environments
- Experience building from scratch and shaping new functions
- Familiarity with tools such as Google Workspace, Salesforce, SQL, Looker, and Zendesk
