Founding Customer Success Manager, SME & Growth

As a founding member of the EMEA Customer Success function at Airwallex, you'll help define how the company supports SME and mid-market customers as the business scales. You'll own the customer journey through implementation, go-live, and ongoing servicing, partnering closely with Sales, Account Management, Solutions Engineering, Support, Billing, and Operations.

Responsibilities:

• Build the operating model for Customer Success across EMEA, shaping how SME and mid-market customers are supported.
• Own onboarding activities including pricing configuration, vendor onboarding, feature validation, invoicing, and additional client reporting.
• Project-manage feature implementation and coordinate stakeholders to move customers successfully from setup through go-live.
• Monitor usage, service-level adherence, and failure rates, turning customer insights into practical improvements.
• Act as an escalation point for support and technical issues, using product expertise to identify solutions and keep customers informed throughout resolution.
• Build trusted relationships with customers and internal teams, creating a proactive and consistent customer experience as the business scales.

Requirements:

• At least five years' experience in customer success, operations, or account management, ideally supporting enterprise, SME, or mid-market customers.
• Experience managing customer onboarding, implementation, or activation processes from initial setup through go-live.
• Strong relationship-building and communication skills, with the confidence to work with people across different functions, backgrounds, and levels of seniority.
• A technically minded approach, with experience delivering, supporting, or troubleshooting SaaS or other technical solutions for customers.
• Strong attention to detail and a habit of checking work carefully to prevent downstream issues.
• The ability to manage multiple stakeholders, prioritize operational detail, and keep customers informed through complex or time-sensitive issues.

Preferred qualifications:

• Experience in fintech, payments, or another technology-led financial services environment.
• Experience working with tools such as Google Workspace, Salesforce, SQL, Looker, or Zendesk.
• Experience monitoring customer usage, service levels, failure rates, or other operational metrics.
• Experience supporting SME or mid-market customers in a high-growth environment.