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

Airwallex’s enterprise customer success team helps customers get more value from cross-border payments and financial operations. You’ll manage strategic customer relationships, solve operational challenges, and turn customer insight into business and product improvements.

- Drive growth for Airwallex’s cross-border payments business by managing enterprise customer relationships and uncovering scenario-based opportunities across cross-border finance.

- Build trusted partnerships with enterprise merchants by reviewing their day-to-day cross-border payment activity, understanding their operating status, and identifying ways to support continued growth.

- Resolve customer issues quickly and accurately across pricing configuration, KYC/KYB, transaction monitoring, and related payment operations.

- Bring customer insight to Product, Engineering, Risk, Compliance, and other teams by collecting, organising, and analysing market feedback, then turning it into practical recommendations.

- Use data analysis and optimisation expertise to help customers improve performance, while driving product, feature, and process improvements internally.

You'll work from our Shanghai office five days a week.

WHAT WE'RE LOOKING FOR

Essentials

- 3–5 years of experience in customer success, account management, payments, fintech, banking, or another relevant industry.

- Experience supporting enterprise or large-scale customers, with the ability to manage complex relationships and multiple stakeholders.

- Strong understanding of cross-border payments, financial operations, or related customer workflows.

- Ability to identify customer needs and pain points, develop practical solutions, and uncover opportunities for business growth.

- Strong data collection, analysis, and interpretation skills, with attention to detail and sensitivity to operational signals.

- Clear, confident communication skills across internal and external stakeholders.

- A proactive, results-driven approach, with strong logical thinking, resilience, and the ability to work effectively under pressure.

- Willingness to partner closely with Product, Engineering, Risk, Compliance, and other teams to improve customer outcomes.

Preferred

- Experience working with large enterprise merchants or multinational organisations.

- Experience handling pricing configuration, KYC/KYB, transaction monitoring, or similar payment operations.

- Experience driving product, feature, or process optimisation based on customer and market insights.

YOU'LL THRIVE HERE IF

- You have experience at a fintech, payments company, or other highly regulated business.

- You stay close to your industry, follow trends, and bring outside perspective into your work.

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

- 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.

- You value in-person collaboration and are happy being in the office five days a week.

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.