Customer Success Manager, SME & Growth, South Korea

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 SME & Growth Business team at Airwallex is a passionate group of collaborators and business champions dedicated to empowering small and medium-sized enterprises (SMEs) to thrive in the global economy. We combine deep financial expertise with a growth mindset, working closely with our clients to understand their unique needs and develop tailored solutions that streamline cross-border payments and unlock new revenue streams. As a team, we are driven by a desire to make a positive impact and are constantly innovating to find new ways to support the success of our SME customers. ABOUT THE ROLE As an Airwallex Customer Success Manager, you will build relationships with our existing customers to ensure they are receiving the tools and support needed to achieve their goals. You will be the bridge between the customer and the Airwallex team and will have an in-depth understanding of the customer’s needs and goals and how Airwallex can support them. RESPONSIBILITIES - Drive product adoption by educating customers on the full suite of Airwallex products - Identify opportunities for upselling and cross-selling by analyzing customer data and usage patterns - Re-engage customers who are not actively utilizing their accounts through targeted outreach - Build strong relationships with customers and with our internal teams - Collaborate with cross-functional teams to enhance customer experience and resolve issues promptly REQUIREMENTS - 2-6 years of proven experience in a sales or serviced role focused on existing customers - Experience with managing a large customer base is preferred - Strong verbal and written communication in both Korean & English required - An analytical mindset with the ability to interpret data, trends and client information to derive actionable insights - Demonstrated experience in client activation - Driven and strong problem-solving skills - Start-up & Fintech experience is preferred - Experience with Salesforce is highly regarded 팀 소개 (About the team) Airwallex의 SME & Growth Business 팀은 중소기업(SME)이 글로벌 경제에서 번창할 수 있도록 지원하는 열정적인 협력자이자 비즈니스 챔피언들로 구성된 조직입니다. 깊이 있는 금융 전문성과 성장 사고방식을 바탕으로 고객과 긴밀히 협력하여 그들의 고유한 니즈를 이해하고, 국경 간 결제를 간소화하며 새로운 수익 창출의 기회를 열어주는 맞춤형 솔루션을 개발합니다. 저희 팀은 긍정적인 변화를 만들어 내고자 하는 의지로 움직이며, SME 고객의 성공을 지원하기 위해 끊임없이 새로운 방식을 혁신하고 있습니다. 역할 소개 (What You'll Do) Airwallex의 Customer Success Manager(고객 성공 매니저)로서, 귀하는 기존 고객과의 관계를 구축하여 고객이 목표를 달성하는 데 필요한 도구와 지원을 받을 수 있도록 돕습니다. 귀하는 고객과 Airwallex 팀을 잇는 가교 역할을 하며, 고객의 니즈와 목표, 그리고 Airwallex가 이를 어떻게 지원할 수 있는지에 대해 깊이 있게 이해하게 됩니다. 주요 업무 (Responsibilities) - Airwallex의 전체 제품군을 고객에게 교육하여 제품 도입 및 활용 촉진 - 고객 데이터 및 사용 패턴 분석을 통한 업셀링(Upselling) 및 크로스셀링(Cross-selling) 기회 발굴 - 맞춤형 아웃리치를 통해 계정을 활발하게 사용하지 않는 고객의 재활성화 유도 - 고객 및 내부 팀과의 공고한 신뢰 관계 구축 - 부서 간 협업을 통해 고객 경험을 개선하고 문제 발생 시 신속하게 해결 자격 요건 (Requirements) - 기존 고객 대상의 영업(Sales) 또는 서비스(Service) 직무 경력 2년 ~ 6년 - 대규모 고객군(Large customer base)을 관리한 경험 선호 - 한국어 및 영어 비즈니스 회화/작성 능력 필수 - 데이터, 트렌드, 고객 정보를 해석하여 실행 가능한 인사이트를 도출할 수 있는 분석적 사고방식 - 고객 활성화(Client activation) 분야의 실무 경험 - 강한 추진력 및 문제 해결 능력 - 스타트업 및 핀테크(Fintech) 분야 경험 선호 - Salesforce 사용 경험자 우대 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.