Scaled Customer Success Manager

About the role

The SME & Growth Business team at Airwallex is dedicated to empowering small and medium-sized enterprises (SMEs) to thrive in the global economy. We combine deep financial expertise with a growth mindset, working closely with our clients to understand their unique needs and develop tailored solutions that streamline cross-border payments and unlock new revenue streams.

Responsibilities

• Promote the advantages of using the Airwallex platform and ensure our customer base is utilizing it in the most effective way
• Educate and drive engagement with our portfolio of customers to use the full range of Airwallex products; collect and analyze customer feedback to enhance products, services, and engagement
• Identify systemic friction points in the customer journey and work with Operations to solve them for the entire portfolio
• Develop and execute data-driven lifecycle journeys to engage customers at key milestones
• Monitor intent signals and usage trends to trigger automated or semi-automated "save" and "expansion" campaigns

Requirements

• 2+ years’ experience in customer support, customer success, or account management in a fast-growing tech startup or financial services business
• Proven commercial acumen with direct ownership of revenue, upsell, or expansion targets
• Demonstrated analytical rigor using large datasets to identify customer growth and expansion opportunities
• Experience crafting compelling customer messaging and running automated, one-to-many outreach or lifecycle campaigns
• Clear prioritization skills, knowing when to apply high-touch outreach to top customers versus scalable, automated engagement for the broader portfolio
• Bachelor’s degree or equivalent experience

Qualifications

• Familiarity with lifecycle marketing, customer segmentation, and data-driven engagement strategies
• Understanding of fintech products