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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 provides integrated solutions for business accounts, payments, spend management, treasury, and embedded finance at scale. Founded in Melbourne with 2,300+ employees across 27 offices, Airwallex is valued at $11 billion and backed by leading investors including T. Rowe Price, Visa, Mastercard, Sequoia, and Salesforce Ventures.
As a Customer Success Manager for SME & Growth in Southeast Asia, you will manage a portfolio of SME customers and drive product adoption, retention, and revenue growth. You will build trusted relationships with customers, understand their business needs, and help them maximize value from Airwallex's product suite. Working cross-functionally with sales, product, operations, marketing, and strategy teams, you will deliver strong customer experiences and identify opportunities to improve service delivery across the region.
Key responsibilities include: building strong relationships and understanding customer business models, workflows, pain points, and growth plans; identifying growth opportunities through customer data and product usage trends to increase wallet share; educating and activating customers on Airwallex's full product range; championing customer needs internally as the voice of the customer; advocating for Airwallex to position it as the partner of choice; and proactively identifying at-risk accounts to execute retention initiatives and reduce churn.
The ideal candidate brings founder-like energy, strong role-related expertise, sharp thinking, and motivation to drive impact. You move fast with good judgment, dig deep with curiosity, and make first-principles decisions balancing speed and rigor. You are humble, collaborative, and able to turn ideas into real outcomes. You leverage AI to work smarter and solve problems faster.
REQUIREMENTS:
- Experience in account management, customer success, or similar client-facing commercial role with a track record of driving revenue growth within existing accounts
- Strong verbal and written communication skills in English and another SEA language to communicate with regional clients
- Confidence engaging customers directly to understand needs, solve problems, and promote Airwallex solutions
- Strong relationship-building skills with ability to collaborate with customers and internal stakeholders
- Results-oriented mindset with resilience, commercial drive, and motivation to achieve KPIs
- Strong problem-solving abilities and comfort navigating ambiguity in fast-paced environments
- Comfort using software and tools to manage customer activity, drive activation, and increase wallet share
- Curiosity, ownership, and willingness to experiment and improve customer growth and success delivery
PREFERRED QUALIFICATIONS:
- Experience in start-up, fintech, e-commerce, tourism, mobile gaming, or software environments
- Familiarity with CRM tools and data-driven approach to managing customer portfolios
- Experience supporting customers through onboarding, product adoption, retention, and cross-sell/upsell motions
