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Airwallex is a unified payments and financial platform serving over 250,000 global businesses including Brex, Rippling, Navan, Qantas, and SHEIN. The company offers integrated solutions for business accounts, payments, spend management, treasury, and embedded finance at global scale. Valued at $11 billion and backed by leading investors including Sequoia, Visa, Mastercard, and T. Rowe Price, Airwallex operates across 27 offices with 2,300+ employees.
As a Customer Success Manager for SME & Growth, you will drive deep engagement with target customers based on market strategy, managing both new customer onboarding and retention of existing accounts. Key responsibilities include: shepherding new customers through activation and their first three transactions, ensuring they understand and adopt the platform; proactively serving existing customers while efficiently responding to inquiries to improve satisfaction and product adoption; collaborating with marketing and sales teams to identify and nurture high-potential and dormant customers; working cross-functionally with operations, risk, and compliance teams to identify business risks; partnering with product and strategy teams to uncover customer pain points and drive product improvements; and managing KYC, Ongoing KYC, KYB, and other regulatory case workflows in Salesforce and internal systems, coordinating with ops, risk, sales, account management, and customer service teams to ensure SLA compliance and data quality.
You will need a bachelor's degree with fluent English and Mandarin Chinese. Minimum 2+ years of customer service, customer experience, or customer success experience is required. Prior experience in cross-border payments, B2B fintech operations, risk/compliance review, or KYC/KYB processes is preferred. Strong learning ability, data analysis skills, and communication capabilities are essential. You should be results-oriented, growth-minded, curious, and skilled at cross-functional collaboration.
