Customer Success Manager, Enterprise at Airwallex

San Francisco, California, United States

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$100,000 – $170,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Payments, Financial ServicesIndustries

Requirements

At least 2 years of experience in customer success, operations or account management with enterprise clients (advantageous if in fintech)
Relationship builder - ability to build meaningful, collaborative relationships with all people internally and externally
Exceptional communication skills - ability to speak to anyone

Responsibilities

Manage internal operational steps to onboard a client including pricing configuration, client vendor onboarding forms, validating feature configuration pre-launch
Project manage the implementation of new features across the accounts you support
Serve as the escalation point for a customer on any support or technical issues and work closely with Sales, Account Management, Support, Billing, and other Technical teams to ensure resolution
Monitor usage, SLA adherence, failure rates and consult with client and account manager on best practices to improve metrics and success overall
Develop expertise in the product capabilities and leverage that knowledge to understand issues and potential paths to resolve
Ensure client invoices are correctly generated, sent and received by client including additional reporting if necessary
Ensure the best customer experience through proactive identification of issues, proposing solutions and timely communication to acknowledge and keep them informed

Skills

Key technologies and capabilities for this role

Customer SuccessEnterprise AccountsFintechPaymentsTreasury ManagementEmbedded FinanceCross-functional CollaborationAccount ManagementSolutions EngineeringImplementation

Questions & Answers

Common questions about this position

What is the salary range for the Customer Success Manager role?

The salary range is $100K - $170K.

Is this a remote role or does it require office presence?

This is a hybrid role based in San Francisco, requiring 3+ working days each week in the San Francisco office.

What key skills are required for this Customer Success Manager position?

The role requires project management skills for client onboarding and feature implementation, cross-functional collaboration with sales, account management, and technical teams, and a technology-minded approach with enthusiasm for fintech to solve complex problems.

What is the company culture like at Airwallex?

The Enterprise Business team is high-performing, collaborative, and innovative, valuing strategic thinking, prioritizing customers, and understanding multinational challenges.

What makes a strong candidate for this role?

A strong candidate has a passion for building relationships, creating amazing customer experiences, and managing onboarding and activation processes, with experience in enterprise client operations and fintech.

Airwallex

Cross-border payment solutions for businesses

About Airwallex

Airwallex provides cross-border payment solutions for businesses of all sizes, including small to medium-sized enterprises and large corporations. The company offers a range of financial services such as multi-currency accounts, international money transfers, foreign exchange services, and payment gateway solutions. These services are designed to facilitate efficient and cost-effective international transactions. Airwallex uses advanced technology to ensure that these transactions are fast and secure. Unlike many competitors, Airwallex focuses on building financial infrastructure that supports the digital economy, allowing businesses to operate seamlessly across borders. The company's goal is to simplify global payments and make them accessible to businesses worldwide.

Eastern District, Hong KongHeadquarters

2015Year Founded

$877.4MTotal Funding

SERIES_ECompany Stage

FintechIndustries

1,001-5,000Employees

Benefits

Hybrid Work Options

Employee Equity Programs

Risks

Increased competition from fintech startups could erode Airwallex's market share.

Regulatory scrutiny in Asia-Pacific, especially China, may impact Airwallex's operations.

Volatility in foreign exchange rates poses a risk to Airwallex's revenue streams.

Differentiation

Airwallex offers a comprehensive suite of cross-border payment solutions for businesses.

The company integrates financial services into platforms, enhancing customer experience and efficiency.

Airwallex's global presence with ten international offices supports its expansive service offerings.

Upsides

Airwallex reported an 83% revenue increase in APAC, showcasing strong regional growth.

The partnership with Carwow enhances Airwallex's visibility and operational efficiency in the UK.

Airwallex's expansion in EMEA with new offices boosts its international market presence.

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