Founding Customer Success Manager, SME & Growth

Airwallex · UK - Londonmid

In short

▸Gestión de éxito del cliente para pymes y medianas empresas en EMEA desde cero.
▸Onboarding, configuración, gestión de soporte técnico y activación del cliente con trabajo cruzado en equipos.
▸Es un rol fundador: construyes la función de CSM en EMEA desde cero con autonomía y gran impacto.

Fluent English required (working language).

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What they ask for

✓Experiencia comprobada en gestión de clientes en SaaS o fintech.
✓Capacidad para gestionar el onboarding completo de clientes desde cero.
✓Habilidades destacadas en resolución de problemas técnicos y comunicaciones.
✓Iniciativa para construir procesos operativos y escalables en una función nueva.
✓Enfoque centrado en el cliente con pasión por la experiencia del usuario.
✓Capacidad para trabajar en entornos ágiles y de alta velocidad, con autonomía.

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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 . 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 revolutionizing global banking, and the EMEA Growth team is key to driving growth and retention of our growing long tail of customers. Our work spans Airwallex’s core solutions, including Payments, Business Accounts, Spend and APIs, combining a scalable, customer-first approach with the pace and ambition of a high-growth fintech. As a team, we are driven by a desire to make a positive impact and are constantly innovating to find new ways to support the success of our SME/ Mid Market customers. What you’ll do The Customer Success Manager role is a key commercial operations role at Airwallex as we continue to rapidly grow in EMEA. This role will work with our commercial team on our SME/MM clients through the implementation, go-live and servicing phases. You will work cross functionally, engaging with many teams across the Airwallex family including sales, solutions engineering, account management and operations. Furthermore, you are a technology-minded, fintech enthusiast who is driven by learning the ins and outs of our platform so that you are equipped with the knowledge to solve complex problems. We are looking for someone who has a passion for building relationships, creating amazing customer experiences, and managing the onboarding and customer activation process. Our UK team is growing, we are currently 110+ employees, working in a hybrid work environment with 3 days per week required in our London Office @wells&more - GPE, Fitzrovia. Responsibilities Founding member of the CSM team in EMEA to help build out the function Manage internal operational steps to onboard a client including pricing configuration, client vendor onboarding forms, validating feature configuration pre-launch Project manage the implementation of new features across the accounts you support Serve as the escalation point for a customer on any support or technical issues and work closely with Sales, Account Management, Support, Billing, and other Technical teams to ensure resolution Monitor usage, SLA adherence, failure rates and consult with client and account manager on best practices to improve metrics and success overall Develop expertise in the product capabilities and leverage that knowledge to understand issues and potential paths to resolve Ensure client in

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