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.