Customer Success Manager, SME & Growth (HK / SEA)

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 Role We’re looking for a Customer Success Manager to serve as an extension of the Account Management team, acting as the primary point of escalation for our top-priority customer support issues. This role sits at the intersection of Sales and Operations. You’ll be introduced directly to priority customers to manage queries escalated from Account Managers, owning them end-to-end and coordinating across Financial Operations, Onboarding, Risk, and Compliance to drive resolution and deliver a world-class customer support. You’ll thrive in this role if you’re a customer-centric and resourceful problem-solver who can manage complex queries while delivering a white-glove customer experience. This role is based in Bangalore. What You’ll Do Priority Support & Escalation Management Act as the primary point of escalation for top-priority customer support issues. You will be introduced directly to customers to manage queries end-to-end. This will involve coordinating across internal and external stakeholders to drive resolution and maintain a best-in-class customer experience. Systems & Workflow Optimization Identify inefficiencies across tools, processes, and customer journeys, and implement scalable improvements that increase team productivity and customer experience. Operational Analysis Analyse data to identify bottlenecks, uncover opportunities, and provide actionable insights that improve customer experience and revenue outcomes. What We’re Looking For - 3 – 5 years of experience in Customer Success, Account Management, Customer Support, or a similar customer-facing role - Proven ability to manage complex, high-stakes support escalations end-to-end across multiple internal teams - Strong communication skills with a customer-first approach - Highly KPI-driven with a bias for action and accountability - Proven problem-solver who can identify issues and independently drive solutions - Excellent attention to detail, especially in compliance and documentation workflows - Excellent communication and de-escalation skills, with a calm, solutions-oriented approach under pressure - Highly organized self-starter, able to operate autonomously in a fast-paced, high-growth environment Preferred Experience - Background in fintech, payments, or other regulated environments - Experience working in a high-performance Account Management team - Experience working directly with Risk, Compliance, or Operations teams 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.