Customer Success Manager, SME & Growth

Job description

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 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 s…