Founding Customer Success Manager, SME & Growth

About Airwallex Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US $11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future.

If you’re ready to do the most ambitious work of your career, join us.

Attributes We Value We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.

You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next.

About the team Airwallex is revolutionizing global banking, and the EMEA Growth team is key to driving growth and retention of our growing long tail of customers.

Our work spans Airwallex’s core solutions, including Payments, Business Accounts, Spend and APIs, combining a scalable, customer-first approach with the pace and ambition of a high-growth fintech. As a team, we are driven by a desire to make a positive impact and are constantly innovating to find new ways to support the success of our SME/ Mid Market customers.

What you’ll doThe Customer Success Manager role is a key commercial operations role at Airwallex as we continue to rapidly grow in EMEA. This role will work with our commercial team on our SME/MM clients through the implementation, go-live and servicing phases. You will work cross functionally, engaging with many teams across the Airwallex family including sales, solutions engineering, account management and operations.

Furthermore, you are a technology-minded, fintech enthusiast who is driven by learning the ins and outs of our platform so that you are equipped with the knowledge to solve complex problems. We are looking for someone who has a passion for building relationships, creating amazing customer experiences, and managing the onboarding and customer activation process.

Our UK team is growing, we are currently 110+ employees, working in a hybrid work environment with 3 days per week required in our London Office @wells&more - GPE, Fitzrovia.

Responsibilities Founding member of the CSM team in EMEA to help build out the function

Manage internal operational steps to onboard a client including pricing configuration, client vendor onboarding forms, validating feature configuration pre-launch

Project manage the implementation of new features across the accounts you support

Serve as the escalation point for a customer on any support or technical issues and work closely with Sales, Account Management, Support, Billing, and other Technical teams to ensure resolution

Monitor usage, SLA adherence, failure rates and…