Description
As a Scaled Customer Success Manager, SME & Growth, you’ll own growth for a large portfolio of 1,000+ SME customers. You will leverage data-driven insights and automation to drive product adoption and revenue at scale.
Responsibilities:
- Promote the advantages of using the Airwallex platform and ensure our customer base is utilizing it in the most effective way
- Educate and drive engagement with our portfolio of customers to use the full range of Airwallex products; collect and analyze customer feedback to enhance products, services, and engagement
- Identify systemic friction points in the customer journey and work with Operations to solve them for the entire portfolio
- Develop and execute data-driven lifecycle journeys to engage customers at key milestones
- Monitor intent signals and usage trends to trigger automated or semi-automated “save” and “expansion” campaigns
Requirements:
- 2+ years’ experience in customer support, customer success, or account management in a fast‑growing tech startup or financial services business
- Proven commercial acumen with direct ownership of revenue, upsell, or expansion targets
- Demonstrated analytical rigor using large datasets to identify customer growth and expansion opportunities
- Experience crafting compelling customer messaging and running automated, one‑to‑many outreach or lifecycle campaigns
- Clear prioritization skills, knowing when to apply high‑touch outreach to top customers versus scalable, automated engagement for the broader portfolio
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