Customer Success Manager, SME & Growth, CN

The role

This person will maintain existing customers in target markets based on company strategy. They will build and operate customer self-service platforms and automated tools to optimize service processes.

What you will do

• Maintain existing customers in target markets according to company market strategy
• Build and operate customer self-service platforms and automated customer service tools
• Optimize internal and external customer service processes
• Provide proactive service and respond to customer inquiries via platforms and tools
• Improve service efficiency, customer satisfaction, and product experience
• Collaborate with strategy and product research teams to identify customer pain points and drive product optimization
• Collaborate with marketing, sales, and customer management teams to cultivate dormant and high-potential customers
• Collaborate with operations, risk control, and compliance teams to identify potential business risks

Required qualifications

• Bachelor's degree or above
• Fluent in Chinese and English
• 2+ years of experience in customer service, customer experience, or customer success
• Ability to combine frontline business with platform tool system construction and optimization
• Ability to make decisions based on data analysis
• Result-oriented
• Possess growth mindset and curiosity
• Teamwork spirit to drive complex projects across teams

Nice to have

• Experience in enterprise services and leading cross-border companies

About the company

Airwallex is an AI-native financial operating system for a real-time, intelligent economy. It provides financial infrastructure for over 675,000 businesses globally.