Enterprise Customer Success Manager (Fintech)

Location: London, UK; hybrid with three days per week required in the London office at Wells & More, Fitzrovia.

Company

Airwallex provides unified payments and financial infrastructure for global businesses, including business accounts, payments, spend management, treasury and embedded finance solutions.

What you will do

• Join the founding team of the EMEA Enterprise Customer Success function and help build its processes, playbooks and operating model.
• Manage post-sale relationships with embedded finance customers and enterprise organisations, typically with more than 1,000 employees.
• Own the customer lifecycle from implementation and go-live through adoption, expansion and renewal.
• Lead complex onboarding and implementation programmes, coordinating internal and external stakeholders.
• Develop success plans, objectives and metrics aligned with customer business goals.
• Coordinate with Sales, Account Management, Solutions Engineering, Product, Support, Operations, Billing and Technical teams to resolve issues and improve customer outcomes.
• Monitor adoption, transaction volumes, service levels, failure rates and other key performance indicators.
• Support customers in optimising Airwallex APIs, Payments, Business Accounts and Spend solutions.

Requirements

• 5+ years of experience in Customer Success, Account Management, Solutions Delivery, Operations or a related client-facing role supporting enterprise customers.
• Experience working with complex organisations, multiple stakeholders and long implementation cycles.
• Experience delivering, implementing or troubleshooting SaaS, API-based or other technical solutions.
• Strong relationship-building, communication and presentation skills for technical and non-technical audiences.
• Commercial mindset with the ability to drive customer value, adoption and growth.
• Experience with Google Workspace, Salesforce, SQL, Looker and Zendesk.

Nice to have

• Experience in fintech, payments, banking, APIs or embedded finance.
• Experience building a new Customer Success function from scratch.

Culture & Benefits

• Hybrid work environment with regular collaboration in the London office.
• Opportunity to work with large, complex organisations and high-impact financial products.
• Fast-paced environment focused on ownership, curiosity, sound judgment and measurable impact.
• Cross-functional collaboration across product, engineering, sales, support, operations and billing.