Customer Success Manager, SME & Growth

AIRWALLEX (SINGAPORE) PTE. LTD.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Airwallex is seeking a Customer Success Manager, SME & Growth to manage a portfolio of SME customers across Southeast Asia, driving product adoption, retention and growth.

You will build trusted relationships, understand business needs, activate customers on our product suite, and collaborate with sales, product, operations and marketing to deliver exceptional experiences and surface opportunities to scale Airwallex usage.

Qualifications

• Experience in account management, customer success, or a similar client-facing commercial role.
• Strong verbal and written communication in English and another SEA language.
• Confident in engaging customers to understand needs and promote solutions.
• Ability to work with internal stakeholders to improve outcomes.
• Results-oriented with resilience and KPI motivation.
• Comfort navigating ambiguity in a fast-paced environment.

Responsibilities

• Build relationships across your portfolio and understand customers’ business models, workflows, pain points, and growth plans.
• Identify growth opportunities using customer data, product usage, and industry knowledge to increase wallet share.
• Educate and activate customers on Airwallex products to drive activation and ongoing adoption.
• Advocate for customer needs internally and partner with cross-functional teams to improve product and processes.
• Position Airwallex as the partner of choice within focus industries.
• Retain customers by proactively identifying risks and executing retention initiatives.

Skills

Account management

Customer success

Revenue growth

Communication

Relationship building

Cross-functional collaboration

Tools

CRM tools

Job description

As a Customer Success Manager, SME & Growth at Airwallex, you will manage a portfolio of SME customers in Southeast Asia (SEA) and play a key role in driving product adoption, retention, and growth across your accounts.

You will build trusted relationships with customers, develop a deep understanding of their business needs, and help them unlock more value from Airwallex’s product suite. You will work cross-functionally with teams across sales, product, operations, marketing, and strategy to deliver a strong customer experience and surface opportunities to improve how we serve customers. This role is ideal for someone who is customer-focused, commercially minded, and excited to help shape how customer success is delivered across SEA.

Responsibilities

• Build strong relationships across your portfolio and develop a deep understanding of customers’ business models, workflows, current pain points, and future growth plans.
• Identify growth opportunities by using customer data, product usage trends, and industry knowledge to increase wallet share and deepen usage of Airwallex products across your accounts.
• Educate and activate customers on the full range of Airwallex products, guiding them toward stronger activation, and ongoing adoption.
• Champion customer needs internally by acting as the voice of the customer and partnering cross-functionally to improve product, process, and customer experience outcomes.
• Advocate for Airwallex by creating a strong impression with customers and helping position Airwallex as the partner of choice within your focus industries.
• Retain customers by proactively identifying at-risk accounts, addressing blockers, and executing retention initiatives that improve customer satisfaction and reduce churn.

Minimum qualifications

- Experience in account management, customer success, or a similar client-facing commercial role, with a track record of driving revenue growth within existing accounts.

- Strong verbal and written communication skills in both English and another SEA language to communicate with clients based in the region.

- Confidence in engaging customers directly to understand their needs, solve problems, and promote Airwallex solutions.

- Strong relationship-building skills, with the ability to work collaboratively with customers and internal stakeholders.

- A results-oriented mindset with resilience, commercial drive, and motivation to achieve KPIs.

- Strong problem-solving abilities and comfort navigating ambiguity in a fast-paced environment.

- Comfort using software and tools to manage customer activity, drive activation, and increase wallet share.

- Curiosity, ownership, and a willingness to experiment and improve how customer growth and success are delivered.

Preferred qualifications (candidates with this experience will be prioritised)

• Experience in start-up, fintech, e-commerce, tourism, mobile gaming, or software environments.
• Familiarity with CRM tools and a data-driven approach to managing customer portfolios and prioritizing opportunities.
• Experience supporting customers through onboarding, product adoption, retention, and cross-sell or upsell motions.