Founding Customer Success Manager, Enterprise (Fintech)

Location: London, United Kingdom; hybrid work with three days per week required in the London office.

Company

Airwallex provides a unified payments and financial platform for global businesses, including business accounts, payments, spend management, treasury, embedded finance, and APIs.

What you will do

• Build the EMEA Enterprise Customer Success function as a founding team member.
• Own post-sale relationships with strategic enterprise and embedded finance customers from implementation and go-live through adoption, expansion, and renewal.
• Lead complex onboarding and implementation programmes, coordinating internal and external stakeholders against agreed timelines.
• Develop customer success plans, objectives, success metrics, and improvement initiatives aligned with customer business goals.
• Coordinate Sales, Account Management, Solutions Engineering, Product, Support, Operations, Billing, and Engineering to resolve operational, technical, and service issues.
• Monitor adoption, transaction volumes, service levels, failure rates, and other KPIs while supporting the rollout of products, features, 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.
• Strong relationship-building, communication, presentation, commercial, organisational, and project-management skills.
• Technical experience delivering, implementing, or troubleshooting SaaS, API-based, or other technical solutions.
• Ability to work with technical and non-technical stakeholders, manage multiple priorities, and operate in a fast-paced environment.
• Experience with Google Workspace, Salesforce, SQL, Looker, and Zendesk.

Nice to have

• Experience in fintech, payments, banking, APIs, or embedded finance.
• Experience building a Customer Success function, scalable playbooks, processes, and best practices from scratch.

Culture & Benefits

• Hybrid work environment with regular collaboration from the London office.
• Opportunity to work on high-visibility problems in global payments and financial infrastructure.
• Founder-like ownership, accelerated learning, and responsibility for shaping a new function.
• Cross-functional collaboration with product, technical, operational, commercial, and support teams.