Founding Customer Success Manager, SME & Growth

About the role

Airwallex is the AI-native financial operating system used by more than 675,000 businesses worldwide. Its EMEA Growth team drives growth and retention of its long-tail customers across Payments, Business Accounts, Spend and APIs. The Founding Customer Success Manager is a key commercial operations role in the UK team, which is growing to 110+ employees and works in a hybrid setup with three days per week in the London office at Wells & More, Fitzrovia.

Key responsibilities

• Act as founding member of the CSM team in EMEA to help build the function.
• Manage internal operational steps to onboard a client, including pricing configuration, client vendor onboarding forms and validating feature configuration before launch.
• Project manage the implementation of new features across the accounts you support.
• Serve as escalation point for support or technical issues, working with Sales, Account Management, Support, Billing and other technical teams to ensure resolution.
• Monitor usage, SLA adherence and failure rates, consulting with the client and account manager on best practices to improve metrics.
• Build product expertise and use it to understand issues and propose resolutions.
• Ensure client invoices are correctly generated, sent and received, including additional reporting if needed.
• Deliver a proactive customer experience by identifying issues early, proposing solutions and keeping clients informed.

Required profile

• At least 5 years of experience in customer success, operations or account management with enterprise clients (fintech experience advantageous).
• Ability to build meaningful, collaborative relationships internally and externally.
• Exceptional communication skills and comfort speaking with people of all backgrounds, domains and seniority levels.
• Detailed, checking work twice to avoid downstream errors.
• Technically minded, with experience delivering or troubleshooting SaaS or technical solutions for clients.
• Experience in payments is desirable.

Required skills

• Experience with Google Suite, Salesforce CRM, Sequel, Google Looker or Zendesk is listed as an advantage.