Customer Success Manager, Enterprise

The role

You will own the day-to-day customer relationship for enterprise merchants and POS platforms across the full lifecycle. You will combine customer relationship management, payments operations and technical troubleshooting to help customers go live and operate.

What you will do

• Own the day-to-day customer relationship for enterprise merchants and POS platforms from onboarding through ongoing support.
• Guide customers through payment enablement, information requests, terminal provisioning, testing and go-live readiness.
• Troubleshoot terminal, POS application, integration and payment issues.
• Manage the POS terminal lifecycle including registration, assignment, activation, deployment, replacement, deactivation and termination.
• Identify recurring customer and platform issues and create troubleshooting guides and implementation playbooks.
• Translate feedback into actionable recommendations for Product and Engineering.
• Partner with Sales and Account Management on post-launch engagement, customer retention, product adoption and expansion opportunities.

Required qualifications

• 2 to 4 years of experience at a payment service provider, payments processor, fintech or payment technology company.
• Hands-on experience supporting POS terminals, payment acceptance, merchant onboarding or connected-account operations.
• Working knowledge of KYC and KYB processes, payment enablement and merchant compliance workflows.
• Practical experience with POS terminal provisioning or lifecycle management.
• Ability to troubleshoot technical issues methodically and communicate clearly with technical and non-technical stakeholders.
• Strong written and verbal communication skills in English.
• Excellent attention to detail, organisation and follow-through.
• Comfort working in a cross-functional environment with evolving processes and priorities.

Nice to have

• Experience at a PSP such as Adyen, Stripe, Checkout.com, Worldpay, Fiserv, Global Payments, Nuvei or a similar provider.
• Experience supporting POS platforms, restaurant technology, retail systems, marketplaces, SaaS platforms or other connected-merchant models.
• Familiarity with payment APIs, SDKs, webhooks, payment intents, terminal IDs, activation codes and transaction troubleshooting.
• Basic understanding of card-present payments, authorisation, capture, refunds, disputes, payment failures and reconciliation.
• Experience with tools such as Salesforce, Jira, Zendesk, Looker, Postman or similar operational and technical platforms.
• Experience creating standard operating procedures, dashboards, implementation playbooks or internal training materials.
• Mandarin or another Southeast Asian language

About the company

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