Founding Customer Success Manager, SME & Growth (Fintech)

Location: Manchester, United Kingdom; hybrid with three days a week in the office.

Company

Airwallex provides an AI-native financial operating system and regulated infrastructure for global payments, multi-currency accounts, supplier payments, and business spend management.

What you will do

• Build the Customer Success operating model for EMEA SME and mid-market customers.
• Own onboarding activities including pricing configuration, vendor onboarding, feature validation, invoicing, and client reporting.
• Project-manage feature implementation and coordinate stakeholders from setup through go-live.
• Monitor customer usage, service-level adherence, failure rates, and other operational metrics.
• Act as an escalation point for support and technical issues, using product expertise to identify solutions and keep customers informed.
• Build trusted relationships with customers and internal teams across Sales, Account Management, Solutions Engineering, Support, Billing, and Operations.

Requirements

• At least five years of experience in customer success, operations, or account management, ideally supporting enterprise, SME, or mid-market customers.
• Experience managing customer onboarding, implementation, or activation from initial setup through go-live.
• Strong relationship-building and communication skills across functions, backgrounds, and seniority levels.
• Experience delivering, supporting, or troubleshooting SaaS or other technical customer solutions.
• Strong attention to detail and a consistent habit of checking work to prevent downstream issues.
• Ability to manage multiple stakeholders, prioritize operational detail, and keep customers informed through complex or time-sensitive issues.

Nice to have

• Experience in fintech, payments, or another technology-led financial services environment.
• Experience with Google Workspace, Salesforce, SQL, Looker, or Zendesk.
• Experience monitoring customer usage, service levels, failure rates, or other operational metrics.
• Experience supporting SME or mid-market customers in a high-growth environment.

Culture & Benefits

• Work in a connected global team across multiple countries and time zones, with occasional flexibility in working hours.
• Take ownership, make decisions with incomplete information, and act quickly to resolve problems.
• Work directly with founders and finance leaders on cross-border financial challenges.
• Employment is full time and the role requires three office days per week in Manchester.

Hiring process

• Apply only through careers.airwallex.com or Airwallex's official LinkedIn page.
• Official communication will come from an @airwallex.com email address; Airwallex will not request bank details, sensitive identification, or payment during recruitment.
• Unsolicited resumes from search firms or recruiters are not accepted.