Job Overview
Location
Melbourne, Australia
Job Type
Full-time
Category
Customer Success
Date Posted
March 18, 2026
Full Job Description
š Description
- ā¢ As a Customer Success Manager for SME & Growth at Airwallex, you will own growth for a portfolio of 1,000+ small and medium-sized enterprise customers, driving product adoption, revenue expansion, and long-term retention through data-driven strategies and scalable engagement. This role is critical to scaling Airwallexās impact in the global SME market by turning passive users into power users and unlocking the full value of the platform.
- ā¢ You will promote the advantages of the Airwallex platform, educate customers on its full suite of products, and ensure effective utilization through proactive outreach, lifecycle marketing, and strategic support. Your work will directly influence customer satisfaction, product adoption rates, and revenue growth across a high-volume SME base.
- ā¢ Day-to-day responsibilities include identifying systemic friction points in the customer journey and collaborating with Operations to resolve them at scale, monitoring intent signals and usage trends to trigger automated or semi-automated 'save' and 'expansion' campaigns, and developing and executing data-driven lifecycle journeys aligned with key customer milestones.
- ā¢ You will craft compelling customer messaging and run one-to-many outreach campaigns to drive engagement, collect and analyze customer feedback to inform product and service improvements, and partner cross-functionally with Sales, Product, Marketing, and Operations teams to align on growth initiatives and customer experience.
- ā¢ The SME & Growth Business team at Airwallex is a passionate, collaborative group of business champions dedicated to empowering SMEs to thrive in the global economy. Combining deep financial expertise with a growth mindset, the team works closely with clients to understand their unique needs and deliver tailored solutions that streamline cross-border payments, spend management, and embedded finance.
- ā¢ Airwallex is a globally scaled fintech leader valued at US$8 billion, serving over 200,000 businesses including Brex, Rippling, Navan, Qantas, and SHEIN. With over 2,000 employees across 26 offices and backing from top-tier investors like Visa, Mastercard, Sequoia, and Salesforce Ventures, the company is building the future of global payments and financial infrastructure.
- ā¢ In this role, you will develop advanced skills in data-driven customer engagement, lifecycle marketing, and revenue expansion strategies within a high-growth fintech environment. Youāll gain ownership over measurable business outcomes, sharpen your analytical and commercial acumen, and grow your career by tackling high-visibility challenges that impact thousands of global SME customers.
šÆ Requirements
- ā¢ 2+ yearsā experience in customer support, customer success, or account management in a fast-growing tech startup or financial services business
- ā¢ Proven commercial acumen with direct ownership of revenue, upsell, or expansion targets
- ā¢ Demonstrated analytical rigor using large datasets to identify customer growth and expansion opportunities
- ā¢ Experience crafting compelling customer messaging and running automated, one-to-many outreach or lifecycle campaigns
- ā¢ Clear prioritization skills, knowing when to apply high-touch outreach to top customers versus scalable, automated engagement for the broader portfolio
- ā¢ Bachelorās degree or equivalent experience
šļø Benefits
- ā¢ Opportunity to work with a globally recognized fintech leader valued at US$8 billion, serving over 200,000 businesses worldwide
- ā¢ Collaborate with exceptional teammates across 26 global offices and contribute to building the future of global payments and financial infrastructure
- ā¢ Access to career growth and accelerated learning in a high-impact, founder-led culture that values ownership, curiosity, and first-principles thinking
- ā¢ Exposure to cutting-edge fintech products including business accounts, payments, spend management, treasury, and embedded finance solutions
- ā¢ Work in a mission-driven environment that empowers SMEs to thrive in the global economy through innovative financial technology
Skills & Technologies
Onsite
Degree Required
About Airwallex (UK) Limited
Airwallex is a global financial technology company providing cross-border payment and banking infrastructure for businesses. It offers multi-currency accounts, foreign exchange, card issuing, expense management, and embedded finance APIs. Founded in Melbourne in 2015, the company serves enterprises and SMEs across Asia-Pacific, Europe, and the Americas, operating under licenses in multiple jurisdictions and processing billions in annualized transaction volume.
