Customer Success Manager, Enterprise

About the role

The Customer Success Manager role is a key commercial operations role at Airwallex as we continue to rapidly grow in North America. This role will work with our commercial team on our Enterprise clients through the implementation, go-live and servicing phases. You will work cross functionally, engaging with many teams across the Airwallex family including sales, solutions engineering, account management and operations.

Responsibilities

• Manage internal operational steps to onboard a client including pricing configuration, client vendor onboarding forms, validating feature configuration pre-launch
• Project manage the implementation of new features across the accounts you support
• Serve as the escalation point for a customer on any support or technical issues and work closely with Sales, Account Management, Support, Billing, and other Technical teams to ensure resolution
• Monitor usage, SLA adherence, failure rates and consult with client and account manager on best practices to improve metrics and success overall
• Ensure client invoices are correctly generated, sent and received by client including additional reporting if necessary
• Ensure the best customer experience through proactive identification of issues, proposing solutions and timely communication to acknowledge and keep them informed

Qualifications

• You have at least 2 years of experience in customer success, operations or account management with enterprise clients (advantageous if this is in fintech)
• You are a relationship builder - you build meaningful, collaborative relationships with all people that you work with, both internally and externally
• You can speak to anyone – you should have exceptional communication skills and be comfortable conversing with people of all backgrounds and domains
• You are detail obsessed - you check everything upfront twice to make sure there are no downstream impacts due to errors
• You are technically minded and have prior experience working in an organization delivering SaaS or technical solutions to clients