Customer Success Manager, SME & Growth

The role

This person will design, implement, and optimize new employee training programs. They will build training systems covering product knowledge, industry knowledge, and business processes to support business needs.

What you will do

• Design, implement, and optimize new employee training programs
• Build and maintain training systems including product knowledge, industry knowledge, and business processes
• Output and iterate training materials such as courseware, SOPs, and knowledge manuals
• Organize online and offline training, workshops, and coaching
• Collaborate with business teams and managers to identify skill gaps and create training plans
• Track training effectiveness using exam results, business performance, and feedback
• Participate in new employee development paths and certification mechanisms
• Standardize knowledge by documenting best practices and common questions
• Support specialized training for product updates or process changes
• Participate in business observation and case reviews to ensure training alignment

Required qualifications

• Bachelor's degree or above
• 2+ years of experience in training, learning and development, sales training, customer service training, or operations training
• Excellent presentation and delivery skills for teaching and leading discussions
• Strong learning ability to understand new products and processes
• Good communication and coordination skills
• Result-oriented approach
• Proficiency in office software and common collaboration tools

Nice to have

• Experience in fintech, payment, cross-border e-commerce, B2B SaaS, customer service, or sales team training
• Experience building training systems or new employee programs from 0 to 1
• Familiarity with Salesforce, knowledge bases, or internal training platforms
• Bilingual training or material output capability in Chinese and English

About the company

Airwallex is an AI-native financial operating system used by businesses to run financial operations or build financial products. It provides financial infrastructure across North America, Europe, the Middle East, and Asia-Pacific.