Senior Customer Success Manager, Enterprise

As a Senior Customer Success Manager, you'll drive growth across Airwallex's cross-border payments business by deepening relationships with enterprise customers and uncovering scenario-based opportunities across cross-border finance.

Responsibilities

Own the day-to-day success of Greater China merchants by monitoring cross-border payment activity, understanding operational performance, and surfacing opportunities to improve outcomes; Resolve customer issues efficiently across pricing configuration, KYC/KYB, transaction monitoring, and related payment operations; Use customer and transaction data to identify trends, provide actionable recommendations, and support customers' business development; Partner with Product, Engineering, Risk, Compliance, and other teams to share market insight, improve products and processes, and develop solutions that support customer growth; Stay close to industry policy, market trends, and risk and compliance requirements so customers can scale their cross-border operations with confidence; Identify new business opportunities, strengthen customer relationships, and drive product, feature, and process optimisation

Requirements

3–5 years of experience in customer success, account management, payments, fintech, banking, or another relevant industry; Experience supporting enterprise or large-scale customers, ideally across cross-border payments or financial services; Strong understanding of customer operations, with the ability to identify needs, pain points, and opportunities for growth; Experience resolving complex customer issues involving pricing, KYC/KYB, transaction monitoring, or related payment operations; Strong analytical skills, including the ability to collect, interpret, and communicate customer, market, and transaction data; Excellent written and verbal communication skills in Mandarin and English, with the confidence to work effectively with customers and internal stakeholders; A detail-oriented, results-driven approach, with strong logical thinking and business acumen; A proactive, collaborative mindset, strong learning agility, and resilience in a fast-paced environment

Nice to have

Experience working with large enterprise or multinational customers; Experience in cross-border payments, financial services, or a regulated business; Experience partnering with Product, Engineering, Risk, Compliance, or Operations teams to improve products, features, or processes