Manager, Customer Success Manager, SME

About Airwallex
Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 150,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 1,800 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$6.2 billion and backed by world-leading investors including Visa, Airtree, Blackbird, Sequoia, DST Global, Greenoaks, Salesforce Ventures, Lone Pine, and Square Peg, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us.

Attributes We Value
We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you're motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.

You're humble and collaborative; turn zero‑to‑one ideas into real products, and you "get stuff done" end-to-end. You use AI to work smarter and solve problems faster. Here, you'll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let's build what's next.

职位描述
负责带领客户管理团队,以存量客户深度运营为核心,提升客户满意度、产品粘度与业务增长。该岗位需具备优秀的服务意识、团队管理能力、跨部门协作能力,以及 To B 业务理解和客户运营/服务体系搭建经验。

工作职责:
团队管理与流程建设

• 负责团队日常管理,制定团队目标、客户分配、绩效管理与人才培养计划。
• 搭建与优化客户服务流程:基于自助服务平台、自动化客服工具及 SOP,持续完善团队服务流程,提高整体服务效率。
• 建立并优化团队内部协作机制,确保战略、产品、合规等跨部门协作顺畅,推动客户交易稳定增长。

客户运营与服务提升

• 负责制定并执行存量商户的运营策略,包括交易增长、活跃提升、产品渗透率提升。
• 通过持续培训提升团队专业能力,推动团队为客户提供主动服务、高效响应客户咨询,持续提升客户满意度。
• 识别潜在风险商户、异常交易、合规隐患、预警潜在流失,制定解决方案并推动团队执行。

业务增长与产品反馈

• 梳理客户需求痛点,协同战略、产研团队,推动产品功能持续优化。
• 分析客户的业务数据和使用行为,形成洞察报告,为业务决策提供依据。

任职要求:

• 全日制本科及以上学历;
• 3 年以上客户服务 / 客户成功 / 客户运营相关经验,有金融、跨境出海、电商 SaaS等行业经验者优先;
• 有团队管理或项目负责人经验,具备目标制定、绩效管理、辅导团队成员能力;
• 具备强烈的客户服务意识,良好的沟通能力与问题解决能力;
• 学习能力强,具备成长性、分析能力与强执行力;
• 擅长跨团队协作,能推动复杂项目顺利落地。

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 @

email address. Please apply only through

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.