Founding Customer Success Leader, EMEA

Airwallex

Greater London

Hybrid

GBP 60,000 - 90,000

Full time

14 days+

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Job summary

Airwallex is seeking a Customer Success Manager in London to drive onboarding, go-live, and ongoing servicing for SME/MM clients in the EMEA region. You will collaborate with sales, solutions engineering, account management and operations to ensure smooth implementation and a proactive customer experience.

The role requires strong relationship-building, exceptional communication, and a technical mindset to troubleshoot fintech SaaS platforms.

Qualifications

5+ years in customer success, operations or account management with enterprise clients.
Strong relationship-building and collaboration across internal and external partners.
Excellent communication skills across diverse backgrounds and seniorities.
Technically minded with SaaS/fintech experience and problem-solving mindset.

Responsibilities

Founding member of the CSM team in EMEA to help build out the function.
Manage internal onboarding steps including pricing configuration and vendor onboarding forms.
Project manage implementation of new features across accounts you support.
Serve as escalation point for customer on support or technical issues and coordinate with Sales, AM, Support, Billing and Tech teams.
Monitor usage, SLA adherence, failure rates and advise on improvements to metrics and success.