Customer Success Manager, SME & Growth

About the role

As a Customer Success Manager focusing on SMEs and growth, you will own a portfolio of Southeast Asian customers, helping them adopt and expand their use of Airwallex’s payment solutions. You will act as the trusted advisor, ensuring customers achieve their business objectives while driving retention and revenue growth.

Key responsibilities

• Build strong relationships with SME customers, understanding their business models, workflows, pain points and growth plans.
• Identify and execute growth opportunities by analysing product usage data and industry trends to increase wallet share.
• Educate and activate customers on the full Airwallex product suite, guiding them through onboarding and ongoing adoption.
• Champion customer needs internally, collaborating with sales, product, operations, marketing and strategy teams to improve offerings and processes.
• Proactively monitor at‑risk accounts, address blockers and implement retention initiatives to reduce churn.
• Represent Airwallex as a strategic partner, positioning the company as the preferred solution within target industries.

Required profile

• Experience in account management, customer success or a similar client‑facing commercial role with a proven record of revenue growth.
• Excellent verbal and written communication skills in English and at least one additional Southeast Asian language.
• Strong relationship‑building and collaboration abilities with both customers and internal stakeholders.
• Results‑oriented mindset, resilience and motivation to meet KPIs.
• Comfort with ambiguity in a fast‑paced environment and a willingness to experiment and improve processes.

Required skills