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.