Founding Customer Success Manager, SME & Growth
Airwallex· SME & Growth Business
UK - LondonFull-timePosted 1mo ago
About the role
Customer Success Manager role in EMEA, focusing on onboarding, implementation, go-live, and ongoing servicing for SME/MM clients within Airwallex. Founding member of the EMEA CSM team, cross-functional collaboration with Sales, Solutions Engineering, Account Management, and Operations, with a hybrid London-based work arrangement.
Responsibilities
- Founding member of the CSM team in EMEA to help build out the function
- Manage internal operational steps to onboard a client including pricing configuration, client vendor onboarding forms, validating feature configuration pre-launch
- Project manage the implementation of new features across the accounts you support
- Serve as the escalation point for a customer on any support or technical issues and work closely with Sales, Account Management, Support, Billing, and other Technical teams to ensure resolution
- Monitor usage, SLA adherence, failure rates and consult with client and account manager on best practices to improve metrics and success overall
- Develop expertise in the product capabilities and leverage that knowledge to understand issues and potential paths to resolve
- Ensure client invoices are correctly generated, sent and received by client including additional reporting if necessary
- Ensure the best customer experience through proactive identification of issues, proposing solutions and timely communication to acknowledge and keep them informed
Qualifications
- You have at least 5 years of experience in customer success, operations or account management with enterprise clients (advantageous if this is in fintech)
- You are a relationship builder - you build meaningful, collaborative relationships with all people that you work with, both internally and externally
- You can speak to anyone – you should have exceptional communication skills and be comfortable conversing with people of all backgrounds, domains and seniority level
- You are detail obsessed - you check everything upfront twice to make sure there are no downstream impacts due to errors
- You are technically minded and have prior experience working in an organization delivering/ troubleshooting SaaS or technical solutions to clients
- Experience in payments is desirable
- Experience using any of the following tools: Google Suite, Salesforce CRM, Sequel, Google Looker, Zendesk.
Skills
Required:Customer success managementRelationship buildingCommunicationProject managementProduct knowledge
Nice to have:SaaS/technical troubleshootingPayments domain knowledge
Last updated Oct 7, 2026. Interested? Apply on the company site.
About Airwallex
Trusted Global Payments & Financial Platform
Grow your business faster with Airwallex - global business accounts, high speed transfers, multi-currency cards, online payments, embedded finance, and more.
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