ABOUT AIRWALLEX
Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.
We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.
We're co-headquartered in San Francisco and Singapore, with more than 2,700 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles https://www.airwallex.com/en-us/operating-principles to see it in full.
HOW YOU'LL MAKE IMPACT
As a Senior Customer Success Manager, you’ll drive growth across Airwallex’s cross-border payments business by deepening relationships with enterprise customers and uncovering scenario-based opportunities across cross-border finance.
- Own the day-to-day success of Greater China merchants by monitoring cross-border payment activity, understanding operational performance, and surfacing opportunities to improve outcomes.
- Resolve customer issues efficiently across pricing configuration, KYC/KYB, transaction monitoring, and related payment operations.
- Use customer and transaction data to identify trends, provide actionable recommendations, and support customers’ business development.
- Partner with Product, Engineering, Risk, Compliance, and other teams to share market insight, improve products and processes, and develop solutions that support customer growth.
- Stay close to industry policy, market trends, and risk and compliance requirements so customers can scale their cross-border operations with confidence.
- Identify new business opportunities, strengthen customer relationships, and drive product, feature, and process optimisation.
You’ll work from our Singapore office on a hybrid basis.
WHAT WE'RE LOOKING FOR
Essentials
- 3–5 years of experience in customer success, account management, payments, fintech, banking, or another relevant industry.
- Experience supporting enterprise or large-scale customers, ideally across cross-border payments or financial services.
- Strong understanding of customer operations, with the ability to identify needs, pain points, and opportunities for growth.
- Experience resolving complex customer issues involving pricing, KYC/KYB, transaction monitoring, or related payment operations.
- Strong analytical skills, including the ability to collect, interpret, and communicate customer, market, and transaction data.
- Excellent written and verbal communication skills in Mandarin and English, with the confidence to work effectively with customers and internal stakeholders.
- A detail-oriented, results-driven approach, with strong logical thinking and business acumen.
- A proactive, collaborative mindset, strong learning agility, and resilience in a fast-paced environment.
Preferred
- Experience working with large enterprise or multinational customers.
- Experience in cross-border payments, financial services, or a regulated business.
- Experience partnering with Product, Engineering, Risk, Compliance, or Operations teams to improve products, features, or processes.
YOU'LL THRIVE HERE IF
- You own the outcome and you don't wait for permission to fix what's broken.
- You're comfortable making decisions with incomplete information and moving quickly anyway.
- You communicate clearly and directly across cultures, and you're thoughtful about how context shifts meaning across borders.
- You connect dots across functions and hold the big picture without losing grip on the…