Customer Success Manager, SME & Growth, CN
At a glance
Manager-level Customer Success role at Airwallex. Shenzhen · full-time.
Pay not stated Customer Success Manager salary
growthroles summary, based on the employer's posting.
What you'll do
- Support existing customers in the target market, tailoring account care to the company’s market strategy
- Set up and operate self-service and automated support tools, improving customer service workflows
- Use those tools to assist existing customers proactively, answer questions and improve service efficiency, satisfaction and product experience
- Share customer pain points with strategy and product teams to help shape product improvements
- Re-engage dormant and high-potential customers with marketing, sales and customer management; flag business risks with operations, risk and compliance
What you bring
- A bachelor’s degree or above, with fluent Chinese and English
- At least two years in customer service, customer experience or customer success
- Ability to improve frontline service and platform tools, using data to guide decisions
- A collaborative approach and experience moving complex projects forward across teams
Who this fits
This role suits someone who can combine customer support operations, platform improvements and cross-team work. It is an on-site role in Shenzhen.
From the employer
About Airwallex
Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, 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: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.
We're co-headquartered in San Francisco and Singapore, with more than 2,700 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.
Customer Success Manager, SME & Growth
主要职责
1.根据公司市场战略，负责对目标市场存量客户进行深度维护
2.负责搭建、运营客户自助服务平台和自动化客服工具，优化客户服务内外部流程
3.通过服务平台、自动化客服工具和高效服务流程，对存量客户提供主动服务，并高效响应客户咨询，提升服务效率、客户满意度和产品使用体验
4.协同战略、产研团队，挖掘客户需求痛点，推动产品优化
5.协同市场、销售、客户管理团队，培育挖掘沉睡、高潜客户，提升客户价值
6.协同运营、风控、合规团队，识别潜在业务风险
任职要求
· 本科及以上学历，中英文流利
· 2年以上客户服务、客户体验、客户成功相关工作经验，企业服务领域和跨境出海头部公司优先
· 具备结合一线业务和平台工具体系搭建及优化的能力，并能够基于数据分析决策
· 结果导向，具有成长性和好奇心
· 有团队合作精神，能跨团队协作推动复杂项目落地
Applicant Safety Policy: Fraud and Third-Party Recruiters
To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.
Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.
Equal opportunity
Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.
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