# Founding Customer Success Manager, SME & Growth

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

**Apply**: https://jobs.ashbyhq.com/airwallex/2c18484b-6cfd-4726-8055-2d90016028a6?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e2c697fb-dbc

## Description

## About the Role

We are looking for a Founding Customer Success Manager to join our EMEA Growth team at Airwallex. As a key commercial operations role, you will work with our SME/MM clients through implementation, go-live, and servicing phases. You will collaborate cross-functionally with various teams, including sales, solutions engineering, account management, and operations.

## Responsibilities

- As a founding member of the CSM team in EMEA, you will help build out the function.

- Manage internal operational steps to onboard clients, including pricing configuration, client vendor onboarding forms, and validating feature configuration pre-launch.

- Project manage the implementation of new features across supported accounts.

- Serve as the escalation point for customer support or technical issues, working closely with relevant teams to ensure resolution.

- Monitor usage, SLA adherence, failure rates, and consult with clients and account managers on best practices to improve metrics and success.

- Develop expertise in product capabilities to understand issues and potential paths to resolve.

- Ensure client invoices are correctly generated, sent, and received, including additional reporting if necessary.

- Proactively identify issues, propose solutions, and communicate timely to acknowledge and keep clients informed.

## Requirements

- At least 5 years of experience in customer success, operations, or account management with enterprise clients, preferably in fintech.

- Exceptional communication skills and ability to build meaningful relationships with people at all levels.

- Detail-oriented and technically minded with prior experience working in an organization delivering or troubleshooting SaaS or technical solutions.

- Experience with tools such as Google Suite, Salesforce CRM, Sequel, Google Looker, and Zendesk.

## Benefits

- Opportunity to work with a growing company in the fintech industry.

- Collaborative and dynamic work environment.

- Hybrid work arrangement with 3 days per week required in the London office.

## Skills

### Required
- customer success
- operations
- account management
- fintech
- communication
- problem-solving

### Nice to have
- Google Suite
- Salesforce CRM
- Sequel
- Google Looker
- Zendesk
- payments

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/airwallex/2c18484b-6cfd-4726-8055-2d90016028a6?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)