Customer Success Manager, SME & Growth

As a Customer Success Manager, SME & Growth at Airwallex, you will manage a portfolio of SME customers in Southeast Asia (SEA) and play a key role in driving product adoption, retention, and growth across your accounts.

You will build trusted relationships with customers, develop a deep understanding of their business needs, and help them unlock more value from Airwallex's product suite. You will work cross-functionally with teams across sales, product, operations, marketing, and strategy to deliver a strong customer experience and surface opportunities to improve how we serve customers. This role is ideal for someone who is customer-focused, commercially minded, and excited to help shape how customer success is delivered across SEA.

Responsibilities:

• Build strong relationships across your portfolio and develop a deep understanding of customers business models, workflows, current pain points, and future growth plans.

• Identify growth opportunities by using customer data, product usage trends, and industry knowledge to increase wallet share and deepen usage of Airwallex products across your accounts.

• Educate and activate customers on the full range of Airwallex products, guiding them toward stronger activation, and ongoing adoption.

• Champion customer needs internally by acting as the voice of the customer and partnering cross-functionally to improve product, process, and customer experience outcomes.

• Advocate for Airwallex by creating a strong impression with customers and helping position Airwallex as the partner of choice within your focus industries.

• Retain customers by proactively identifying at-risk accounts, addressing blockers, and executing retention initiatives that improve customer satisfaction and reduce churn.

Minimum qualifications:

- Experience in account management, customer success, or a similar client-facing commercial role, with a track record of driving revenue growth within existing accounts.

- Strong verbal and written communication skills in both English and another SEA language to communicate with clients based in the region.

- Confidence in engaging customers directly to understand their needs, solve problems, and promote Airwallex solutions.

- Strong relationship-building skills, with the ability to work collaboratively with customers and internal stakeholders.

- A results-oriented mindset with resilience, commercial drive, and motivation to achieve KPIs.

- Strong problem-solving abilities and comfort navigating ambiguity in a fast-paced environment.

- Comfort using software and tools to manage customer activity, drive activation, and increase wallet share.

- Curiosity, ownership, and a willingness to experiment and improve how customer growth and success are delivered.

Preferred qualifications (candidates with this experience will be prioritised):

• Experience in start-up, fintech, e-commerce, tourism, mobile gaming, or software environments.

• Familiarity with CRM tools and a data-driven approach to managing customer portfolios and prioritizing opportunities.

• Experience supporting customers through onboarding, product adoption, retention, and cross-sell or upsell motions.