Customer Success Manager, SME & Growth

📋 Description

• • Manage a portfolio of SME customers in Vietnam, building trusted relationships to understand their business models, workflows, pain points, and growth plans.
• • Drive product adoption and retention by educating customers on the full range of Airwallex products, guiding them toward stronger activation and ongoing usage.
• • Identify growth opportunities using customer data, product usage trends, and industry knowledge to increase wallet share and expand product usage within existing accounts.
• • Champion customer needs internally by acting as the primary voice of the customer and collaborating cross-functionally with sales, product, operations, marketing, and strategy teams.
• • Proactively identify at-risk accounts, address blockers, and execute retention initiatives to improve customer satisfaction and reduce churn.
• • Advocate for Airwallex by positioning the company as the partner of choice within key industries such as e-commerce, fintech, tourism, and mobile gaming.
• • Use software and tools to manage customer activity, track engagement, drive activation, and increase wallet share across the portfolio.
• • Work onsite in either Ho Chi Minh City or Hanoi to deliver a high-touch customer experience aligned with Airwallex’s global standards.
• • Collaborate with internal teams to surface feedback and improve product, process, and customer experience outcomes based on real-time customer insights.
• • Operate in a fast-paced, ambiguous environment with a results-oriented mindset, consistently meeting KPIs related to retention, adoption, and revenue growth.
• • Leverage AI tools to work smarter and solve customer problems faster while maintaining a high standard of service and communication.
• • Maintain strong verbal and written communication in both English and Vietnamese to effectively engage customers and internal stakeholders.
• • Demonstrate commercial drive, resilience, and ownership by turning customer insights into actionable growth strategies and end-to-end solutions.
• • Build and maintain a deep understanding of Airwallex’s unified payments and financial platform to confidently advise SMEs on optimal product usage.
• • Contribute to shaping how customer success is delivered in Vietnam by experimenting with new approaches and improving existing customer growth frameworks.