Customer Success, Enterprise

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us.   ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next.   ABOUT THE TEAM Airwallex is revolutionising global banking, and our Embedded Finance team is building the infrastructure that enables enterprises to deliver financial products and experiences to their customers. We work with large, complex organisations—including embedded finance customers and businesses with more than 1,000 employees—to help them launch, scale and optimise Airwallex solutions. Our work spans Payments, Business Accounts, Spend and APIs, combining deep product expertise with a highly consultative, customer-first approach. This is an opportunity to join the founding team of our EMEA Enterprise Customer Success function. You will work closely with our existing Customer Success Manager and help shape the processes, playbooks and operating model for the team as it grows. Our UK team is growing and currently has more than 110 employees. We operate in a hybrid environment, with three days per week required in our London office at Wells & More, Fitzrovia. WHAT YOU’LL DO As an Enterprise Customer Success Manager, you will own the post-sale relationship for a portfolio of strategic customers. You will partner with customers throughout implementation, go-live and ongoing growth, ensuring they achieve measurable value from Airwallex. You will work cross-functionally with Sales, Account Management, Solutions Engineering, Product, Support, Operations, Billing and Technical teams to deliver exceptional customer outcomes. RESPONSIBILITIES - Act as a founding member of the EMEA Enterprise Customer Success team and help build the function from the ground up. - Manage and grow relationships with embedded finance customers and enterprise clients, typically organisations with more than 1,000 employees. - Own the customer lifecycle from implementation and go-live through adoption, expansion and renewal. - Build trusted relationships with senior stakeholders, technical teams and operational contacts across customer organisations. - Lead complex implementation and onboarding programmes, coordinating internal and external stakeholders to deliver against agreed timelines. - Develop customer success plans, define objectives and establish success metrics aligned to each customer’s business goals. - Serve as the primary escalation point for operational, technical and service-related issues. - Coordinate with Sales, Account Management, Support, Billing, Product and Engineering to drive timely resolution of customer issues. - Monitor product adoption, transaction volumes, service levels, failure rates and other key performance indicators. - Use data and customer insights to identify risks, recommend improvements and drive increased adoption and value. - Support customers in optimising their use of Airwallex’s APIs, Payments, Business Accounts and Spend solutions. - Project-manage the rollout of new products, features and capabilities across your accounts. - Proactively identify opportunities to improve the customer experience and prevent potential issues. - Ensure customers receive clear, timely and proactive communication throughout incidents, changes and key delivery milestones. - Develop deep expertise in Airwallex’s products and embedded finance capabilities to advise customers and resolve complex challenges. - Contribute to the development of scalable playbooks, processes and best practices for Enterprise Customer Success. WHO YOU ARE - You have 5+ years of experience in Customer Success, Account Management, Solutions Delivery, Operations or a related client-facing role supporting enterprise customers. - You have experience working with complex organisations, multiple stakeholders and long implementation cycles. - Experience in fintech, payments, banking, APIs or embedded finance is highly desirable. - You are an accomplished relationship builder who can establish credibility and trust with stakeholders at all levels of seniority. - You have exceptional communication and presentation skills and are comfortable engaging with both technical and non-technical audiences. - You are commercially minded and able to identify opportunities to drive customer value, adoption and growth. - You are highly organised and comfortable managing multiple complex projects and priorities simultaneously. - You are detail-oriented and understand the importance of operational accuracy when supporting enterprise customers. - You are technically minded and have experience delivering, implementing or troubleshooting SaaS, API-based or other technical solutions. - You are proactive, solutions-oriented and comfortable working in a fast-paced, ambiguous environment. - You enjoy building from scratch and are excited by the opportunity to help shape a new Customer Success function. - You have experience working with tools such as Google Workspace, Salesforce, SQL, Looker and Zendesk. 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 http://airwallex.com email address. Please apply only through careers.airwallex.com http://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.