Senior Customer Success Manager, Enterprise

The role

You will drive growth across the cross-border payments business by deepening relationships with enterprise customers. You will own the day-to-day success of Greater China merchants and resolve customer issues related to payment operations.

What you will do

• Own the day-to-day success of Greater China merchants by monitoring cross-border payment activity.
• Resolve customer issues across pricing configuration, KYC/KYB, transaction monitoring, and related payment operations.
• Use customer and transaction data to identify trends and provide actionable recommendations.
• Partner with Product, Engineering, Risk, Compliance, and other teams to improve products and processes.
• Stay close to industry policy, market trends, and risk and compliance requirements.
• Identify new business opportunities and drive product, feature, and process optimisation.

Required qualifications

• 3–5 years of experience in customer success, account management, payments, fintech, banking, or another relevant industry.
• Experience supporting enterprise or large-scale customers.
• Strong understanding of customer operations to identify needs, pain points, and opportunities for growth.
• Experience resolving complex customer issues involving pricing, KYC/KYB, transaction monitoring, or related payment operations.
• Strong analytical skills to collect, interpret, and communicate customer, market, and transaction data.
• Excellent written and verbal communication skills in Mandarin and English.
• Detail-oriented, results-driven approach with strong logical thinking and business acumen.
• Proactive, collaborative mindset, strong learning agility, and resilience in a fast-paced environment.

Nice to have

• Experience working with large enterprise or multinational customers.
• Experience in cross-border payments, financial services, or a regulated business.
• Experience partnering with Product, Engineering, Risk, Compliance, or Operations teams to improve products, features, or processes.

About the company

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