Founding Customer Success Manager, SME & Growth

About the job

About Airwallex Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full. How you'll make impact As a founding member of the EMEA Customer Success function, you’ll help define how we support 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. • Build the operating model for Customer Success across EMEA, helping shape how we support SME and mid-market customers. • 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 your 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. You’ll work from our London office three days a week. What we're looking for Essentials • 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, prioritise operational detail and keep customers informed through complex or time-sensitive issues. Preferred • 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. You'll thrive here if • You own the outcome and you don't wait for permission to fix what's broken. • You're comfortable making decisions with incomplete information and moving quickly anyway. • You enjoy working closely with people across multiple countries and time zones as part of one connected, global team, including flexing your hours occasionally to make that connection work. • You say what you mean. You're direct, but you lead with respect. • You connect dots across functions and hold the big picture without losing grip on the details. Learn more about your team SME & Growth at Airwallex is about more than closing deals. We help small and mid-market businesses solve real financial challenges across borders: getting paid globally, managing multi-currency accounts, paying suppliers, and running spend across markets from a single platform. You're not selling a feature. You're helping founders and finance leaders replace fragmented financial operations with one global system that actually scales. It's a function for sellers who like to build, not follow a script: curious, resourceful, and comfortable figuring things out in markets that are still wide open. You get real autonomy to create value, build relationships, and move opportunities forward. If you want to sell a serious product, solve real problems for ambitious businesses, and build your career fast, this is a place to do it. Applicant Safety Policy: Fraud and Third-Party Recruiters To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. Equal opportunity Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.