Customer Success Manager

Airwallex • San Francisco, CA

37d

About The Position

As a Customer Success Manager, SME & Growth, you’ll own growth for a large portfolio of 1,000+ SME customers. You will leverage data-driven insights and automation to drive product adoption and revenue at scale.
You will grow the existing customer base by using intent signals to trigger targeted outreach and running one-to-many campaigns that turn passive users into power users, helping them unlock the full value of the Airwallex platform. You’ll drive customer engagement and revenue growth through proactive lifecycle marketing, education, and strategic support. This is a great opportunity to work cross-functionally with teams across Sales, Product, Marketing, and Operations.

Requirements

• 2+ years’ experience in customer support, customer success, or account management in a fast‑growing tech startup or financial services business
• Proven commercial acumen with direct ownership of revenue, upsell, or expansion targets
• Demonstrated analytical rigor using large datasets to identify customer growth and expansion opportunities
• Experience crafting compelling customer messaging and running automated, one‑to-many outreach or lifecycle campaigns
• Clear prioritization skills, knowing when to apply high‑touch outreach to top customers versus scalable, automated engagement for the broader portfolio
• Bachelor’s degree or equivalent experience

Nice To Haves

• Familiarity with lifecycle marketing, customer segmentation, and data-driven engagement strategies
• Understanding of fintech products

Responsibilities

• Promote the advantages of using the Airwallex platform and ensure our customer base is utilizing it in the most effective way
• Educate and drive engagement with our portfolio of customers to use the full range of Airwallex products; collect and analyze customer feedback to enhance products, services, and engagement
• Identify systemic friction points in the customer journey and work with Operations to solve them for the entire portfolio
• Develop and execute data-driven lifecycle journeys to engage customers at key milestones.
• Monitor intent signals and usage trends to trigger automated or semi-automated "save" and "expansion" campaigns

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level