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Airwallex is a unified payments and financial platform serving over 250,000 businesses globally, including Brex, Navan, and Qantas. Valued at $11 billion and backed by leading investors including Sequoia and Visa, the company operates across 27 offices with 2,300+ employees.
You will be a founding member of the Customer Success Manager (CSM) team in EMEA, building out this critical function from the ground up. This is a key commercial operations role focused on driving growth and retention of SME and mid-market customers through the implementation, go-live, and servicing phases.
Key responsibilities include: managing internal operational steps for client onboarding (pricing configuration, vendor forms, feature validation); project managing feature implementations across your accounts; serving as the escalation point for customer support and technical issues; monitoring usage metrics, SLA adherence, and failure rates; developing deep product expertise to diagnose and resolve complex issues; ensuring correct invoice generation and reporting; and proactively identifying issues and proposing solutions.
You will work cross-functionally with sales, solutions engineering, account management, support, billing, and technical teams. The role requires 5+ years in customer success, operations, or account management with enterprise clients (fintech experience is advantageous). You are a relationship builder with exceptional communication skills, detail-oriented, and technically minded with experience troubleshooting SaaS or technical solutions. Payments experience is desirable. Familiarity with Google Suite, Salesforce CRM, SQL, Google Looker, or Zendesk is valued.
The UK team is 110+ employees, working hybrid with 3 days per week required in the London office at Wells & More in Fitzrovia.
