Customer Success Manager

About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 100,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 1,500 of the brightest and most innovative people in tech located across more than 20 offices across the globe. Valued at US$5.6 billion and backed by world-leading investors including Sequoia, Lone Pine, Greenoaks, DST Global, Salesforce Ventures and Mastercard, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us.

About the team

The SME & Growth Business team at Airwallex is a passionate group of collaborators and business champions dedicated to empowering small and medium-sized enterprises (SMEs) to thrive in the global economy. We combine deep financial expertise with a growth mindset, working closely with our clients to understand their unique needs and develop tailored solutions that streamline cross-border payments and unlock new revenue streams. As a team, we are driven by a desire to make a positive impact and are constantly innovating to find new ways to support the success of our SME customers.

Our product offering works across 3 pillars, Collect, Manage & Spend. This includes, but is not limited to, payments, global bank accounts, company & employee cards, expense management, online payments/payment gateway & API integrations.

What you’ll do

As an Airwallex Customer Success Manager, your focus is to identify opportunities for product utilisation and provide the day-to-day support that enables our customers to operate and grow. These customer relationships will be based on a deep understanding of their business and Airwallex’s product suite to meet the goals of both parties.

This is a great opportunity to work cross-functionally, engaging with many teams across the Airwallex org including sales, product, engineering, marketing, finance, and strategy. This role will predominantly focus on upselling, cross-selling & building multi-stakeholder relationships with our clients. 

Responsibilities:

• Proactively engage in pipeline generation activities such as targeted outreach campaigns, discovery calls, and strategic growth marketing initiatives (e.g., promotional offers) to identify new revenue opportunities and drive customer growth.

• Promote the advantages of using the Airwallex platform and ensure our customer base is utilising it in the most effective way 

• Educate and drive engagement of our Self-Serve portfolio to use the full range of Airwallex products through lifecycle marketing campaigns

• Advocate for your customer and represent their voice inside of Airwallex

• Leverage insights from customer support interactions and product usage data to proactively identify opportunities for upselling and cross-selling Airwallex products and features.

• Be a close point of contact for solving customer issues, in tandem with the Customer Support and Operations teams

Who you are

We’re looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory.

Minimum qualifications:

• 2+ years’ experience in a customer support or account management role, preferably with a fast-growing tech startup or financial services business

• Strong verbal and written communication skills in English

• Demonstrated experience in building customer loyalty and driving increased product adoption with strong track record of hitting KPIs/Targets

• A strong ability to thrive in a fast-paced, dynamic environment is essential, and previous experience with a high-growth or globally distributed startup is highly beneficial

• Bachelor’s degree or equivalent

• Proactive, self starter and independent to manage and prioritise own book of business

Preferred qualifications:

• Experience with Salesforce, Zendesk, Looker & Outreach is highly regarded

Equal opportunity

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.

Airwallex does not accept unsolicited resumes from search firms/recruiters.  Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s).  Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.