Customer Success Manager, SME & Growth, CN (Fintech)

Location: Shenzhen or Shanghai, China

Company

Airwallex provides an AI-native financial operating system and regulated infrastructure for global payments and financial operations.

What you will do

• Manage and deepen relationships with existing SME and growth customers in the target market.
• Build and operate customer self-service platforms and automated customer-support tools.
• Optimize internal and external service processes to improve response efficiency, customer satisfaction, and product usage.
• Work with strategy and product teams to identify customer pain points and drive product improvements.
• Partner with marketing, sales, and account-management teams to reactivate dormant and develop high-potential customers.
• Collaborate with operations, risk, and compliance teams to identify potential business risks.

Requirements

• Bachelor’s degree or above.
• Fluent Chinese and English.
• At least 2 years of experience in customer service, customer experience, or customer success.
• Ability to build and optimize business and platform-tool systems based on frontline operations.
• Ability to make decisions using data analysis.
• Results-oriented, curious, growth-minded, and able to collaborate across teams to deliver complex projects.

Culture & Benefits

• Work in a global financial infrastructure company with offices across North America, Europe, the Middle East, and Asia-Pacific.
• Collaborate with cross-functional teams spanning strategy, product, marketing, sales, operations, risk, and compliance.
• Operate in a fast-moving environment focused on independent judgment, curiosity, and first-principles thinking.