Founding Customer Success Manager, SME & Growth

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

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 250,000 businesses worldwide - including Brex, 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 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, 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.

Attributes We Value

We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you're motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.

You're humble and collaborative; turn zero-to-one ideas into real products, and you "get stuff done" end-to-end. You use AI to work smarter and solve problems faster. Here, you'll tackle complex, high-visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let's build what's next.

About the team

Airwallex is revolutionizing global banking, and the EMEA Growth team is key to driving growth and retention of our growing long tail of customers.

Our work spans Airwallex's core solutions, including Payments, Business Accounts, Spend and APIs, combining a scalable, customer-first approach with the pace and ambition of a high-growth fintech. 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/ Mid Market customers.

What you'll do

The Customer Success Manager role is a key commercial operations role at Airwallex as we continue to rapidly grow in EMEA. This role will work with our commercial team on our SME/MM clients through the implementation, go-live and servicing phases. You will work cross functionally, engaging with many teams across the Airwallex family including sales, solutions engineering, account management and operations. Furthermore, you are a technology-minded, fintech enthusiast who is driven by learning the ins and outs of our platform so that you are equipped with the knowledge to solve complex problems. We are looking for someone who has a passion for building relationships, creating amazing customer experiences, and managing the onboarding and customer activation process.

Our UK team is growing, we are currently 110+ employees, working in a hybrid work environment with 3 days per week required in our London Office @wells&more - GPE, Fitzrovia.

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

Who you are

• 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.

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.