Customer Success Manager, Enterprise

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 https://www.airwallex.com/us/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 The Enterprise Business team at Airwallex is a high-performing and collaborative group of innovators, focused on transforming the way large global businesses operate. We're passionate about delivering cutting-edge payments and financial solutions that streamline operations and drive growth for our enterprise clients. As a team, we value strategic thinking, prioritising our customers, and a deep understanding of the unique challenges faced by multinational organizations. ABOUT THE ROLE We are seeking a dynamic and detail-oriented Customer Success Manager to join our team. This role is operationally focused and involves troubleshooting, client enablement, and acting as a liaison between clients and internal teams including sales and operations. You will play a critical role in ensuring our clients have a smooth and successful experience with Airwallex. This position is based in Hong Kong. WHAT YOU’LL DO RESPONSIBILITIES: - Client Enablement & Go-Live: Partner with Account Executives (AEs) to prepare clients for implementation and go-live, coordinating onboarding activities and driving product adoption. - Coordinate with clients and internal teams to complete KYC, KYB and RFI requirements, resolving blockers and ensuring timely completion. - Sales Operations: Support AEs with client onboarding, opportunity handovers, implementation readiness, internal coordination, and sales platform updates. - Troubleshooting & Escalations: Serve as a key contact for client queries and onboarding issues, coordinating with internal teams to drive timely resolutions. - Stakeholder Management: Act as the liaison between clients, AEs and cross-functional teams, ensuring clear communication, alignment and smooth onboarding. - Operational Support: Oversee onboarding workflows, ensuring all documentation, controls and implementation activities are completed accurately and efficiently. - Relationship Management: Build trusted client relationships from onboarding through go-live, ensuring a seamless transition while capturing client feedback to improve processes and customer experience. WHO YOU ARE We’re looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory. MINIMUM QUALIFICATIONS: - Bachelor’s degree or above - At least 2-4 years experience in customer service or sales support environment - Proven experience in managing client communication and escalations - Strong verbal and written communication in English - Strong problem-solving and communication skills - Ability to work collaboratively in a fast-paced environment - Attention to detail and the ability to multitask, prioritize, and meet deadlines PREFERRED QUALIFICATIONS: - Start-up, Payments or Fintech experience - Strong verbal and written communication in Cantonese and/or Mandarin - Familiarity with Salesforce, and Google Suite is a plus APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. 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.