Customer Success Manager (Fintech)

TL;DR

Customer Success Manager (Fintech): Managing the end-to-end onboarding, implementation, and ongoing success of enterprise clients with an accent on technical problem-solving and operational excellence. Focus on driving customer activation, ensuring SLA adherence, and collaborating cross-functionally to deliver seamless financial solutions.

Location: Must be based in New York City. This is a hybrid role requiring 3+ days per week in the NYC office.

Company

Airwallex is a global payments and financial platform empowering businesses with integrated solutions for accounts, payments, and treasury management.

What you will do

• Manage internal operational onboarding steps including pricing configuration and feature validation.
• Project manage the implementation of new features for enterprise accounts.
• Serve as the primary escalation point for technical issues and support requests.
• Monitor usage metrics, SLA adherence, and failure rates to provide strategic client consultations.
• Ensure accurate invoice generation and reporting for enterprise clients.
• Proactively identify and resolve issues to maintain high customer satisfaction.

Requirements

• Minimum 2 years of experience in customer success, operations, or account management with enterprise clients.
• Must be based in New York City and able to work from the office 3+ days per week.
• Proven experience working in an organization delivering SaaS or technical solutions.
• Exceptional communication skills with the ability to build relationships across all levels.
• Detail-oriented mindset with a focus on preventing downstream impacts.

Nice to have

• Experience in banking, fintech, or payments.
• Proficiency with Salesforce CRM, Google Looker, or Zendesk.

Culture & Benefits

• Opportunity to work at a high-growth, US$8 billion valued global fintech company.
• Collaborative environment focused on innovation and founder-like ownership.
• Exposure to complex, high-visibility enterprise projects.
• Commitment to diversity and equal opportunity employment.