Customer Success Manager, SME & Growth

At Airwallex (airwallex.com), we’re building the future of global finance on one platform. Founded in 2015 in Melbourne, Airwallex is the leading financial technology platform for modern businesses to grow beyond borders. With one of the world’s most powerful payments infrastructure, our technology empowers businesses of all sizes to accept payments, move money globally, and simplify their financial operations, all on one single platform.

If you’re excited to do the most ambitious work of your career and change the way money moves around the world - join us!

About the Role:

Based in Austin, this role will work closely with other account management team members to ensure our customers can best use the Airwallex platform.

You will work cross-functionally, engaging with many teams across the Airwallex network, including sales, product, engineering, marketing, finance, and strategy. This role will predominantly focus on upselling, cross-selling, and building multi-stakeholder relationships with our clients.

As an Airwallex Customer Success Manager, your focus will be on identifying opportunities for product utilization and providing the day-to-day support that enables our customers to operate and grow. These customer relationships will be based on a deep understanding of their business and Airwallex’s product suite to meet the goals of both parties.

Responsibilities:

• Manage the lifecycle of our longtail self-serve customer base by creating the strategy and executing initiatives and campaigns

• Grow revenue within existing accounts by identifying new opportunities and successfully seeing them through activation

• Promote the advantages of using the Airwallex platform and ensure our customer base is utilizing it in the most effective way

• Advocate for your customer and represent their voice inside of Airwallex

• Educate our customers on how to leverage the full range of products, particularly as new features are made available

• Utilizing Zendesk tickets for sales queries to upsell and cross-sell customers on additional Airwallex products and features

• Be a close point of contact for solving customer issues alongside the Account Managers in tandem with the Customer Support team

What you bring:

• Comfort working with data and leveraging data to drive insights

• Strong verbal and written communication skills in English

• Prior work at a financial services business would be advantageous

• Demonstrated experience in building customer loyalty and driving increased spend

• Experience with Salesforce, Zendesk, Looker & Outreach is highly regarded

• Comfort with a fast-paced, dynamic environment is a must; past exposure to a high-growth and/or globally distributed startup is also valuable.

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.

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.