Founding CSM: SME & Growth (EMEA)

Airwallex-; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Airwallex in the United Kingdom is seeking a seasoned Customer Success Manager to lead onboarding and ongoing servicing for SME/MM clients across EMEA. You will collaborate with sales, solutions engineering, account management and operations to deliver exceptional customer experiences, drive adoption, and manage renewals.

Based in London, you will join a growing UK team in a hybrid environment with three days per week in our London Office @wells&more - GPE, Fitzrovia.

Qualifications

• At least 5 years in customer success, operations, or account management with enterprise clients.
• Strong relationship-building and exceptional communication across diverse stakeholders.
• Experience delivering or troubleshooting SaaS or technical solutions.

Responsibilities

• Founding member of the CSM team in EMEA to build the function.
• Onboard clients with pricing configuration and vendor onboarding forms.
• Project-manage feature implementations across accounts.
• Escalation point for support/technical issues with cross-functional teams.
• Monitor usage, SLA adherence, and advise on best practices.
• Develop product expertise to resolve issues.
• Ensure client invoices are generated and reported.
• Maintain proactive communication to ensure best customer experience.

Skills

Relationship building

Communication skills

Detail-oriented

SaaS experience

Payments knowledge

Cross-functional collaboration

Tools

Google Suite

Salesforce CRM

Sequel

Google Looker

Zendesk

Job description

Airwallex in the United Kingdom is seeking a seasoned Customer Success Manager to lead onboarding and ongoing servicing for SME/MM clients across EMEA. You will collaborate with sales, solutions engineering, account management and operations to deliver exceptional customer experiences, drive adoption, and manage renewals.

Based in London, you will join a growing UK team in a hybrid environment with three days per week in our London Office @wells&more - GPE, Fitzrovia.