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Airwallex Logo Airwallex · Customer Service

Customer Success Manager

China, Hong Kong · Job Posted February 21, 2026
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Job Description

We are looking for a Customer Success Manager (Customer Experience) who is passionate about building meaningful relationships and delivering exceptional customer experiences. In this role, you will be the driving force behind client engagement, satisfaction and retention. As a process-driven problem solver, you will continually seek opportunities to optimize efficiency and elevate the overall customer lifecycle experience. While ensuring customer satisfaction, you will also play a key role in driving product adoption and uncovering growth opportunities by identifying customer challenges and offering tailored solutions - empowering clients to maximize the value of our full product suite.

Job Responsibility

  • Service clients: Act as the escalation point for customer inquiries, complaints, requests and technical issues. Collaborate with Sales, Support and other internal teams to ensure timely resolution
  • Manage internal operational workflows: Assist accounts with setup for new product adoptions, including pricing and feature configuration, to ensure a smooth usage experience
  • Retain customers: Develop and execute strategies to proactively identify at-risk clients and implement retention initiatives to improve customer satisfaction
  • Improve customer experience: Oversee the customer lifecycle management process, continuously identifying areas for optimization
  • Generate revenue: Identify and pursue upselling and cross-selling opportunities. Lead the process from identifying client needs and closing deals to ensuring successful product adoption

Requirements

  • At least 1-2 years of experience in a customer-facing role such as Customer Success, Customer Support, Account Management, or a similar field
  • A customer-first attitude, showing empathy and care in understanding and meeting customer needs
  • Strong sales acumen with the ability to identify customer needs, recommend solutions, and drive upselling and cross-selling opportunities to close deals successfully
  • Exceptional organizational and time management skills, with a strong attention to detail and high documentation accuracy
  • Proven ability to prioritize tasks effectively, quickly learn new systems and processes, and adapt in a fast-paced environment
  • Team-oriented attitude, working collaboratively with cross-functional teams to solve problems and deliver results
  • Strong verbal and written communication skills in Mandarin, Cantonese and English
  • A problem-solving mindset, with the ability to simplify complex challenges and provide creative solutions
  • Ability to think big, identify opportunities to optimize customer support processes and systems as part of scaling the team
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