EMEA Fintech Customer Success Lead

Airwallex; London (KY); Hybrid; USD 86,000 - 119,000; Full time

Job summary

Airwallex is hiring a Customer Success Manager for the EMEA region. You’ll partner with the sales, solutions engineering, account management and operations teams to onboard, go‑live and service SME/MM clients across the region.

Based in London, you’ll leverage your fintech experience to build strong client relationships, manage onboarding, drive implementation projects, and ensure value through proactive support and clear communication.

Qualifications

• 5+ years in customer success, operations or account management with enterprise clients.
• Strong relationship builder with collaboration skills.
• Exceptional communication across backgrounds and levels.
• Detail oriented to prevent downstream errors.
• Technical mindset with SaaS/tech solutions experience.
• Payments experience desirable; fintech knowledge helps.

Responsibilities

• Founding member of the CSM team in EMEA to help build out the function.
• Onboard clients including pricing configuration and vendor onboarding forms.
• Project manage the implementation of new features across the accounts you support.
• Escalation point for support or technical issues, coordinating with Sales, AM, Support, Billing and other teams.
• Monitor usage, SLA adherence, failure rates and advise on best practices to improve metrics.
• Develop product expertise to understand issues and potential resolutions.
• Ensure client invoices are generated, sent and received; provide additional reporting as needed.
• Proactively identify issues and communicate solutions to keep clients informed.

Skills

Relationship building

Communication

Attention to detail

Technical mindset

Fintech experience

Tools

Google Suite

Salesforce CRM

Sequel

Google Looker

Zendesk

Job description

Airwallex is hiring a Customer Success Manager for the EMEA region. You’ll partner with the sales, solutions engineering, account management and operations teams to onboard, go‑live and service SME/MM clients across the region.

Based in London, you’ll leverage your fintech experience to build strong client relationships, manage onboarding, drive implementation projects, and ensure value through proactive support and clear communication.