# Founding Customer Success Manager, SME & Growth

**Company**: Airwallex
**Location**: Manchester
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Finance

**Apply**: https://jobs.ashbyhq.com/airwallex/0ebbca42-1507-4cdb-b757-41bf96df37ac?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/founding-customer-success-manager-sme-and-growth-d57e206f-dee/

## Description

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.

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## Skills

### Required
- customer success
- operations
- account management
- SaaS
- communication
- relationship-building
- problem-solving

### Nice to have
- fintech
- payments
- Google Workspace
- Salesforce
- SQL
- Looker
- Zendesk

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/airwallex/0ebbca42-1507-4cdb-b757-41bf96df37ac?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)