Founding Customer Success Manager - SME & Growth (EMEA)

Jackalope Digital LLC; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Airwallex is hiring a Customer Success Manager to join our EMEA Growth team, working with SME/MM clients through onboarding, go-live and servicing phases. You will collaborate with sales, solutions engineering, account management and operations to solve complex problems and ensure amazing customer experiences.

Our UK team is growing, you will be hybrid with 3 days per week in our London Office @wells&more - GPE, Fitzrovia, working alongside a 110+ strong fintech community focused on global

Qualifications

• At least 5 years of experience in customer success, operations or account management with enterprise clients.
• Excellent relationship-building and communication skills.
• Able to engage with people at all backgrounds and seniority levels.
• Detail-oriented with proactive problem-solving abilities.
• Technical mindset with experience delivering/troubleshooting SaaS or fintech solutions.
• Experience in payments is desirable.
• Experience using core tools like Google Suite, Salesforce, Looker or Zendesk.

Responsibilities

• Founding member of the CSM team in EMEA to help build out the function.
• Onboard clients including pricing configuration and 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 with Sales, Account Management, Support, Billing, and other technical teams.
• Monitor usage, SLA adherence, failure rates and advise on best practices to improve metrics and success.
• Develop expertise in product capabilities and leverage that knowledge to resolve issues.
• Ensure client invoices are generated and reporting is provided as needed.
• Deliver the best customer experience through proactive issue identification and timely communication.

Skills

Customer success

Account management

Relationship building

Communication

Attention to detail

Tech savvy

Payments experience

Tools

Google Suite

Salesforce CRM

Sequel

Looker

Zendesk

Job description

Airwallex is hiring a Customer Success Manager to join our EMEA Growth team, working with SME/MM clients through onboarding, go-live and servicing phases. You will collaborate with sales, solutions engineering, account management and operations to solve complex problems and ensure amazing customer experiences.

Our UK team is growing, you will be hybrid with 3 days per week in our London Office @wells&more - GPE, Fitzrovia, working alongside a 110+ strong fintech community focused on global