Founding Customer Success Manager, SME & Growth

The role

As a founding member of the EMEA Customer Success function, you will help define how the business supports SME and mid-market customers. You will own the customer journey through implementation, go-live, and ongoing servicing.

What you will do

• Build the operating model for Customer Success across EMEA.
• Own onboarding activities including pricing configuration, vendor onboarding, feature validation, invoicing and client reporting.
• Project-manage feature implementation and coordinate stakeholders.
• Monitor usage, service-level adherence and failure rates.
• Act as an escalation point for support and technical issues.
• Build trusted relationships with customers and internal teams.

Required qualifications

• At least five years’ experience in customer success, operations or account management, ideally supporting enterprise, SME or mid-market customers.
• Experience managing customer onboarding, implementation or activation processes from initial setup through go-live.
• Strong relationship-building and communication skills.
• A technically minded approach with experience delivering, supporting or troubleshooting SaaS or other technical solutions.
• Strong attention to detail.
• The ability to manage multiple stakeholders and prioritise operational detail.

Nice to have

• Experience in fintech, payments or another technology-led financial services environment.
• Experience working with tools such as Google Workspace, Salesforce, SQL, Looker or Zendesk.
• Experience monitoring customer usage, service levels, failure rates or other operational metrics.
• Experience supporting SME or mid-market customers in a high-growth environment.

About the company

Airwallex is an AI-native financial operating system used by over 675,000 businesses. The company provides financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.