Founding Customer Success Manager, Enterprise

Airwallex-; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Airwallex is seeking an Enterprise Customer Success Manager to own post-sale relationships for a portfolio of strategic customers across the EMEA region. You’ll partner with Sales, Solutions Engineering, Product, Support and Billing to ensure value realization and growth.

You’ll work with large embedded finance customers, leading complex implementations and ongoing adoption initiatives. The UK team is expanding and operates in a hybrid model with three days per week in London.

Qualifications

• 5+ years of experience in Customer Success or related client-facing roles.
• Experience with complex organisations and long implementation cycles.
• Experience in fintech, payments, banking, APIs or embedded finance is desirable.
• Strong relationship-building and communication with stakeholders at all levels.
• Commercial acumen to identify opportunities to drive value, adoption and growth.
• Highly organised with multiple priorities and projects.

Responsibilities

• Act as founding member of the EMEA Enterprise Customer Success team and help build the function from the ground up.
• Manage and grow relationships with embedded finance customers and enterprise clients (1,000+ employees).
• Own the customer lifecycle from implementation to renewal and expansion.
• Build trusted relationships with senior stakeholders and technical teams.
• Lead complex implementation and onboarding programmes with cross-functional teams.
• Develop customer success plans and define objectives with measurable outcomes.
• Serve as primary escalation point for operational, technical and service issues.
• Coordinate with Sales, Support, Billing and Product to resolve issues quickly.
• Monitor product adoption, transaction volumes and service levels.
• Use data insights to identify risks and drive adoption and value.
• Support customers in optimising Airwallex APIs, Payments, Business Accounts and Spend solutions.
• Project-manage rollout of new products across accounts.
• Identify opportunities to improve the customer experience and prevent issues.
• Communicate clearly during incidents and milestones.
• Develop expert knowledge to advise customers and resolve challenges.
• Contribute to scalable playbooks and best practices for Enterprise CS.

Skills

Relationship building

Account management

SaaS / API integrations

Project management

Communication skills

Data-driven decisions

Stakeholder management

Fintech knowledge

Strategic thinking

Tools

Google Workspace

Salesforce

SQL

Looker

Zendesk

Job description

About Airwallex

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.

We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.

We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full.

About the team

Airwallex is revolutionising global banking, and our Embedded Finance team is building the infrastructure that enables enterprises to deliver financial products and experiences to their customers.

We work with large, complex organisations — including embedded finance customers and businesses with more than 1,000 employees — to help them launch, scale and optimise Airwallex solutions. Our work spans Payments, Business Accounts, Spend and APIs, combining deep product expertise with a highly consultative, customer-first approach.

This is an opportunity to join the founding team of our EMEA Enterprise Customer Success function. You will work closely with our existing Customer Success Manager and help shape the processes, playbooks and operating model for the team as it grows.

Our UK team is growing and currently has more than 110 employees. We operate in a hybrid environment, with three days per week required in our London office at Wells & More, Fitzrovia.

What you’ll do

As an Enterprise Customer Success Manager, you will own the post-sale relationship for a portfolio of strategic customers. You will partner with customers throughout implementation, go-live and ongoing growth, ensuring they achieve measurable value from Airwallex.

You will work cross-functionally with Sales, Account Management, Solutions Engineering, Product, Support, Operations, Billing and Technical teams to deliver exceptional customer outcomes.

Responsibilities

• Act as a founding member of the EMEA Enterprise Customer Success team and help build the function from the ground up.

• Manage and grow relationships with embedded finance customers and enterprise clients, typically organisations with more than 1,000 employees.

• Own the customer lifecycle from implementation and go-live through adoption, expansion and renewal.

• Build trusted relationships with senior stakeholders, technical teams and operational contacts across customer organisations.

• Lead complex implementation and onboarding programmes, coordinating internal and external stakeholders to deliver against agreed timelines.

• Develop customer success plans, define objectives and establish success metrics aligned to each customer’s business goals.

• Serve as the primary escalation point for operational, technical and service-related issues.

• Coordinate with Sales, Account Management, Support, Billing, Product and Engineering to drive timely resolution of customer issues.

• Monitor product adoption, transaction volumes, service levels, failure rates and other key performance indicators.

• Use data and customer insights to identify risks, recommend improvements and drive increased adoption and value.

• Support customers in optimising their use of Airwallex’s APIs, Payments, Business Accounts and Spend solutions.

• Project-manage the rollout of new products, features and capabilities across your accounts.

• Proactively identify opportunities to improve the customer experience and prevent potential issues.

• Ensure customers receive clear, timely and proactive communication throughout incidents, changes and key delivery milestones.

• Develop deep expertise in Airwallex’s products and embedded finance capabilities to advise customers and resolve complex challenges.

• Contribute to the development of scalable playbooks, processes and best practices for Enterprise Customer Success.

Who you are

• You have 5+ years of experience in Customer Success, Account Management, Solutions Delivery, Operations or a related client-facing role supporting enterprise customers.

• You have experience working with complex organisations, multiple stakeholders and long implementation cycles.

• Experience in fintech, payments, banking, APIs or embedded finance is highly desirable.

• You are an accomplished relationship builder who can establish credibility and trust with stakeholders at all levels of seniority.

• You have exceptional communication and presentation skills and are comfortable engaging with both technical and non-technical audiences.

• You are commercially minded and able to identify opportunities to drive customer value, adoption and growth.

• You are highly organised and comfortable managing multiple complex projects and priorities simultaneously.

• You are detail-oriented and understand the importance of operational accuracy when supporting enterprise customers.

• You are technically minded and have experience delivering, implementing or troubleshooting SaaS, API-based or other technical solutions.

• You are proactive, solutions-oriented and comfortable working in a fast-paced, ambiguous environment.

• You enjoy building from scratch and are excited by the opportunity to help shape a new Customer Success function.

• You have experience working with tools such as Google Workspace, Salesforce, SQL, Looker and Zendesk.

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.