Customer Success Manager, SME & Growth

ABOUT AIRWALLEX Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full.   HOW YOU'LL MAKE IMPACT Own the first 90 days of the customer journey for new French customers, bringing them to their target level of activity as quickly as possible through clear plans, hands-on product configuration and fast blocker removal. You’ll lead onboarding from first KYC approval, working closely with Account Executives, Account Managers, KYC, Support, Risk and Product across a portfolio of customers with different levels of complexity. You’ll help customers configure and activate accounts, payments, FX, cards, Spend and payouts, while managing a proactive portfolio of partner-referred customers. - Take ownership of each customer from first KYC approval, with a clear plan, milestones, owners and the revenue target defined at signature. - Adapt the onboarding approach to the deal: use a scaled motion for smaller deals, a high-touch approach for larger ones, and partner with the Account Manager on enterprise onboardings. - Guide customers through account set-up, payments, FX, cards, Spend and payouts based on their use case. - Remove blockers quickly by coordinating with KYC, Support, Risk and Product, while keeping communication clear and proactive. - Hand customers over to the Account Manager at day 90 with documented account status, adoption level and expansion signals. - Reduce the time between first KYC approval and first live transaction. - Bring each customer to the revenue target set at signature and spot at-risk onboardings early, escalating with context, impact and a proposed solution. - Run a proactive, scaled motion for partner-referred customers, including onboarding follow-up, usage monitoring and risk detection. - Keep partners informed about the progress of their referred customers and hand accounts that grow in value or complexity to the Account Manager. - Contribute to onboarding playbooks, checklists and standard configurations by customer type. - Keep Salesforce and onboarding tracking accurate and up to date, turning recurring friction into process improvements. You’ll work from our Paris office a minimum of three days per week. WHAT WE'RE LOOKING FOR ESSENTIALS - Experience in onboarding, implementation, customer success or a comparable post-sale delivery role. - Experience working in a high-pace, high-volume environment, handling multiple onboardings in parallel while maintaining quality and deadlines. - Hands-on experience configuring a product with customers. - A strong understanding of financial flows such as payments, FX, payouts, cards, invoicing or reconciliation, and the ability to speak credibly to Finance and Operations teams. - A track record measured on customer outcomes such as activation, usage and time-to-live, rather than activity. - Fluency in French and professional English. - The ability to learn complex products quickly, explain them simply and work across teams without direct authority. - A proactive, resilient and hands-on way of working. PREFERRED - Experience in fintech, payments, banking, FX or spend management. - Accounting or finance knowledge. - Experience with partner-referred customers. - Familiarity with Salesforce and usage data. YOU'LL THRIVE HERE IF - You own the outcome and you don't wait for permission to fix what's broken. - You simplify complexity rather than hiding behind it. - You're comfortable making decisions with incomplete information and moving quickly anyway. - You treat setbacks as information. You get back up quickly. - You know when to align and when to just decide. Collaboration isn't a way to avoid accountability. LEARN MORE ABOUT YOUR TEAM SME & Growth at Airwallex is about more than closing deals. We help small and mid-market businesses solve real financial challenges across borders: getting paid globally, managing multi-currency accounts, paying suppliers, and running spend across markets from a single platform. You're not selling a feature. You're helping founders and finance leaders replace fragmented financial operations with one global system that actually scales. It's a function for sellers who like to build, not follow a script: curious, resourceful, and comfortable figuring things out in markets that are still wide open. You get real autonomy to create value, build relationships, and move opportunities forward. If you want to sell a serious product, solve real problems for ambitious businesses, and build your career fast, this is a place to do it. APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. EQUAL OPPORTUNITY Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.