Customer Success Manager, SME & Growth, SEA New Markets

About the role

Airwallex, the AI-native financial operating system used by more than 675,000 businesses, is looking for a Customer Success Manager for its SME & Growth team covering Southeast Asia (SEA) new markets. You will manage a portfolio of SME customers and help drive product adoption, retention and growth, building trusted relationships and working cross-functionally with sales, product, operations, marketing and strategy.

Key responsibilities

• Build strong relationships across your portfolio and understand customers' business models, workflows, pain points and growth plans.
• Identify growth opportunities using customer data, product usage trends and industry knowledge to increase wallet share and deepen product usage.
• Educate and activate customers on the full range of Airwallex products and guide them toward stronger adoption.
• Act as the voice of the customer internally, partnering with teams to improve product, process and customer experience.
• Advocate for Airwallex as the partner of choice in your focus industries.
• Proactively identify at-risk accounts, address blockers and run retention initiatives to reduce churn.

Required profile

• Experience in account management, customer success or a similar client-facing commercial role, with a track record of driving revenue growth within existing accounts.
• Strong verbal and written communication in English and another SEA language.
• Strong relationship-building skills and a results-oriented, resilient mindset focused on achieving KPIs.
• Comfortable solving problems in a fast-paced, ambiguous environment and experimenting to improve customer growth.

Required skills

• Comfort using software and tools to manage customer activity, drive activation and increase wallet share.
• Preferred: familiarity with CRM tools and a data-driven approach to customer portfolios.
• Preferred: experience in start-ups, fintech, e-commerce, tourism, mobile gaming or software, and experience with onboarding, adoption, retention and cross-sell/upsell.