Customer Success Manager, Enterprise Job at Airwallex (San Francisco)

Customer Success Manager, Enterprise

Airwallex

Location:
United States , San Francisco

Category:
IT - Administration

Contract Type:
Not provided

Salary:

100000.00 - 140000.00 USD / Year

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Job Description:

The Customer Success Manager role is a key commercial operations role at Airwallex as we continue to rapidly grow in North America. This role will work with our commercial team on our Enterprise clients through the implementation, go-live and servicing phases. You will work cross functionally, engaging with many teams across the Airwallex family including sales, solutions engineering, account management and operations. Furthermore, you are a technology-minded, fintech enthusiast who is driven by learning the ins and outs of our platform so that you are equipped with the knowledge to solve complex problems. We are looking for someone who has a passion for building relationships, creating amazing customer experiences, and managing the onboarding and customer activation process.

Job Responsibility:

Manage internal operational steps to onboard a client including pricing configuration, client vendor onboarding forms, validating feature configuration pre-launch
Project manage the implementation of new features across the accounts you support
Serve as the escalation point for a customer on any support or technical issues and work closely with Sales, Account Management, Support, Billing, and other Technical teams to ensure resolution
Monitor usage, SLA adherence, failure rates and consult with client and account manager on best practices to improve metrics and success overall
Develop expertise in the product capabilities and leverage that knowledge to understand issues and potential paths to resolve
Ensure client invoices are correctly generated, sent and received by client including additional reporting if necessary
Ensure the best customer experience through proactive identification of issues, proposing solutions and timely communication to acknowledge and keep them informed

Requirements:

At least 2 years of experience in customer success, operations or account management with enterprise clients
Experience in banking or fintech and specifically payments is desirable
Experience using any of the following tools: Google Suite, Salesforce CRM, Sequel, Google Looker, Zendesk
You are a relationship builder
You can speak to anyone – you should have exceptional communication skills
You are detail obsessed
You are technically minded and have prior experience working in an organization delivering SaaS or technical solutions to clients

Nice to have:

Experience in banking or fintech and specifically payments is desirable
Experience using any of the following tools: Google Suite, Salesforce CRM, Sequel, Google Looker, Zendesk

What we offer:

Offers Equity
Offers Bonus
Medical, dental, and vision insurance
401(k) plan
Short-term and long-term disability
Basic life insurance
Well-being benefits
20 paid days of vacation
12 paid days of company holidays in a calendar year

Additional Information:

Job Posted:
February 21, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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