Customer Success Manager, SME & Growth, SEA New Markets

About Airwallex

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 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 2,300 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.

As a Customer Success Manager, SME & Growth at Airwallex, you will manage a portfolio of SME customers in Southeast Asia (SEA) and play a key role in driving product adoption, retention, and growth across your accounts.

You will build trusted relationships with customers, develop a deep understanding of their business needs, and help them unlock more value from Airwallex’s product suite. You will work cross-functionally with teams across sales, product, operations, marketing, and strategy to deliver a strong customer experience and surface opportunities to improve how we serve customers. This role is ideal for someone who is customer-focused, commercially minded, and excited to help shape how customer success is delivered across SEA.

Responsibilities:

• Build strong relationships across your portfolio and develop a deep understanding of customers’ business models, workflows, current pain points, and future growth plans.

• Identify growth opportunities by using customer data, product usage trends, and industry knowledge to increase wallet share and deepen usage of Airwallex products across your accounts.

• Educate and activate customers on the full range of Airwallex products, guiding them toward stronger activation, and ongoing adoption.

• Champion customer needs internally by acting as the voice of the customer and partnering cross-functionally to improve product, process, and customer experience outcomes.

• Advocate for Airwallex by creating a strong impression with customers and helping position Airwallex as the partner of choice within your focus industries.

• Retain customers by proactively identifying at-risk accounts, addressing blockers, and executing retention initiatives that improve customer satisfaction and reduce churn.

Minimum qualifications:

- 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 skills in both English and another SEA language to communicate with clients based in the region.

- Confidence in engaging customers directly to understand their needs, solve problems, and promote Airwallex solutions.

- Strong relationship-building skills, with the ability to work collaboratively with customers and internal stakeholders.

- A results-oriented mindset with resilience, commercial drive, and motivation to achieve KPIs.

- Strong problem-solving abilities and comfort navigating ambiguity in a fast-paced environment.

- Comfort using software and tools to manage customer activity, drive activation, and increase wallet share.

- Curiosity, ownership, and a willingness to experiment and improve how customer growth and success are delivered.

Preferred qualifications (candidates with this experience will be prioritised):

• Experience in start-up, fintech, e-commerce, tourism, mobile gaming, or software environments.

• Familiarity with CRM tools and a data-driven approach to managing customer portfolios and prioritizing opportunities.

• Experience supporting customers through onboarding, product adoption, retention, and cross-sell or upsell motions.

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.