Founding Customer Success Manager responsible for building Airwallex’s EMEA CSM function and managing SME and mid-market clients through onboarding, implementation, activation, and ongoing servicing. The role coordinates cross-functional teams, resolves technical and support escalations, monitors usage and service metrics, manages invoicing accuracy, and proactively improves customer outcomes. Candidates need strong relationship-building, communication, operational, technical SaaS, and payments experience, with at least five years in customer success, operations, or enterprise account management.

Serve as the technical owner and trusted advisor for enterprise customers, guiding API/SDK/webhook integrations, diagnosing complex issues, leading technical escalations and QBRs, and using product and commercial data to drive adoption, expansion and retention while coordinating across Product, Engineering, Compliance and Commercial teams.