Founding Customer Success Manager, SME & Growth (Fintech)

Location: Hybrid, with 3 days per week required in the London office at Wells & More, Fitzrovia

Company

Airwallex provides an integrated payments and financial platform for global businesses, including business accounts, payments, spend management, treasury, and embedded finance solutions.

What you will do

• Help establish and build the EMEA Customer Success function as a founding team member.
• Manage client onboarding activities, including pricing configuration, vendor forms, and feature validation before launch.
• Project-manage implementation of new features across SME and mid-market customer accounts.
• Act as the escalation point for support and technical issues, coordinating with Sales, Account Management, Support, Billing, and technical teams.
• Monitor usage, SLA adherence, and failure rates, and recommend improvements to customer success metrics.
• Ensure accurate invoicing, proactive issue identification, and clear communication throughout the customer lifecycle.

Requirements

• At least 5 years of experience in customer success, operations, or account management with enterprise clients.
• Strong relationship-building and communication skills across different backgrounds, functions, and seniority levels.
• Technical mindset with experience delivering or troubleshooting SaaS or technical solutions for clients.
• Strong attention to detail and the ability to identify downstream impacts before launch.
• Experience with tools such as Google Suite, Salesforce CRM, SQL, Google Looker, or Zendesk.

Nice to have

• Experience in fintech or payments.

Culture & Benefits

• Work in a hybrid environment within the growing UK team.
• Collaborate with teams across a global financial technology company.
• Operate with founder-like ownership, curiosity, speed, and strong judgment.
• Use AI to work more efficiently and solve problems faster.