Founding Customer Success Manager, Enterprise

Founding Customer Success Manager, Enterprise

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 businesses use us to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We’re the regulated backbone behind global payments. We’re co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full.

About the team Airwallex is revolutionising global banking, and our Embedded Finance team is building the infrastructure that enables enterprises to deliver financial products and experiences to their customers. We work with large, complex organisations—including embedded finance customers and businesses with more than 1,000 employees—to help them launch, scale and optimise Airwallex solutions. Our work spans Payments, Business Accounts, Spend and APIs, combining deep product expertise with a highly consultative, customer-first approach. This is an opportunity to join the founding team of our EMEA Enterprise Customer Success function. You will work closely with our existing Customer Success Manager and help shape the processes, playbooks and operating model for the team as it grows. Our UK team is growing and currently has more than 110 employees. We operate in a hybrid environment, with three days per week required in our London office at Wells & More, Fitzrovia.

What you’ll do

• As an Enterprise Customer Success Manager, you will own the post-sale relationship for a portfolio of strategic customers. You will partner with customers throughout implementation, go-live and ongoing growth, ensuring they achieve measurable value from Airwallex. You will work cross-functionally with Sales, Account Management, Solutions Engineering, Product, Support, Operations, Billing and Technical teams to deliver exceptional customer outcomes.

Responsibilities

• Act as a founding member of the EMEA Enterprise Customer Success team and help build the function from the ground up.

• Manage and grow relationships with embedded finance customers and enterprise clients, typically organisations with more than 1,000 employees.

• Own the customer lifecycle from implementation and go-live through adoption, expansion and renewal.

• Build trusted relationships with senior stakeholders, technical teams and operational contacts across customer organisations.

• Lead complex implementation and onboarding programmes, coordinating internal and external stakeholders to deliver against agreed timelines.

• Develop customer success plans, define objectives and establish success metrics aligned to each customer’s business goals.

• Serve as the primary escalation point for operational, technical and service-related issues.

• Coordinate with Sales, Account Management, Support, Billing, Product and Engineering to drive timely resolution of customer issues.

• Monitor product adoption, transaction volumes, service levels, failure rates and other key performance indicators.

• Use data and customer insights to identify risks, recommend improvements and drive increased adoption and value.

• Support customers in optimising their use of Airwallex’s APIs, Payments, Business Accounts and Spend solutions.

• Project-manage the rollout of new products, features and capabilities across your accounts.

• Proactively identify opportunities to improve the customer experience and prevent potential issues.

• Ensure customers receive clear, timely and proactive communication throughout incidents, changes and key delivery milestones.

• Develop deep expertise in Airwallex’s products and embedded finance capabilities to advise customers and resolve complex challenges.

• Contribute to the development of scalable playbooks, processes and best practices for Enterprise Customer Success.

• Who you are

• You have 5+ years of experience in Customer Success, Account Management, Solutions Delivery, Operations or a related client-facing role supporting enterprise customers.

• You have experience working with complex organisations, multiple stakeholders and long implementation cycles.

• Experience in fintech, payments, banking, APIs or embedded finance is highly desirable.

• You are an accomplished relationship builder who can establish credibility and trust with stakeholders at all levels of seniority.

• You have exceptional communication and presentation skills and are comfortable engaging with both technical and non-technical audiences.

• You are commercially minded and able to identify opportunities to drive customer value, adoption and growth.

• You are highly organised and comfortable managing multiple complex projects and priorities simultaneously.

• You are detail-oriented and understand the importance of operational accuracy when supporting enterprise customers.

• You are technically minded and have experience delivering, implementing or troubleshooting SaaS, API-based or other technical solutions.

• You are proactive, solutions-oriented and comfortable working in a fast-paced, ambiguous environment.

• You enjoy building from scratch and are excited by the opportunity to help shape a new Customer Success function.

• You have experience working with tools such as Google Workspace, Salesforce, SQL, Looker and Zendesk.