Customer Success Manager, Enterprise

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 https://www.airwallex.com/en-us/operating-principles to see it in full.

HOW YOU'LL MAKE IMPACT

Enterprise clients need clear coordination and dependable support as they move from handover through implementation and go-live. You'll help keep onboarding on track while making it easier for clients and internal teams to work together.

- Partner with Account Executives to prepare enterprise clients for implementation and go-live, coordinating onboarding activities and driving product adoption.

- Coordinate with clients and internal teams to complete KYC, KYB and RFI requirements, resolving blockers and keeping onboarding on track.

- Support sales operations through client onboarding, opportunity handovers, implementation readiness, internal coordination and sales platform updates.

- Own client queries and onboarding escalations, coordinating with internal teams to drive timely resolutions.

- Build trusted relationships with enterprise clients, Account Executives and cross-functional partners, ensuring clear communication and smooth onboarding from handover through go-live.

- Oversee onboarding workflows and ensure documentation, controls and implementation activities are completed accurately and efficiently.

- Capture client feedback and identify opportunities to improve onboarding processes and the customer experience.

This role is based in Hong Kong.

WHAT WE'RE LOOKING FOR

Essentials

- Bachelor's degree or above.

- Two to four years' experience in customer success, customer service, sales support or a related client-facing environment.

- Experience managing client communication, onboarding activities and escalations.

- Strong verbal and written communication skills in English, Cantonese and Mandarin.

- Strong problem-solving, organisation and communication skills.

- Ability to work collaboratively in a fast-paced environment.

- Strong attention to detail, with the ability to multitask, prioritise and meet deadlines.

Preferred

- Experience in a startup, payments or fintech environment.

- Familiarity with Salesforce and Google Workspace.

YOU'LL THRIVE HERE IF

- You own the outcome and you don't wait for permission to fix what's broken.

- You're comfortable making decisions with incomplete information and moving quickly anyway.

- You enjoy working closely with people across multiple countries and time zones as part of one connected, global team, including flexing your hours occasionally to make that connection work.

- You communicate clearly and directly across cultures, and you're thoughtful about how context shifts meaning across borders.

- You connect dots across functions and hold the big picture without losing grip on the details.

LEARN MORE ABOUT YOUR TEAM

Enterprise Business is about more than closing deals. This team helps large, often multinational organizations solve complex financial challenges that go well beyond a single product decision — moving money globally, managing treasury operations, embedding financial services across borders, and replacing fragmented financial workflows with one global system built to scale. You’ll be helping customers understand what is possible when their financial operations work as one global system.

It's a team for strategic sellers with a builder mindset, who combine strategic thinking with deep product knowledge: comfortable with long deal cycles, multiple stakeholders, and the kind of autonomy that comes from being trusted to create value, shape the deal, and move complex opportunities forward rather than follow a rigid playbook. If you want to work on high-consequence deals that genuinely change how large businesses operate financially, this is the place to do it.

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 http://airwallex.com email address. Please apply only through careers.airwallex.com http://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.