Enterprise Customer Success Manager

About the role

Airwallex, the AI-native financial operating system used by more than 675,000 businesses, is seeking a Customer Success Manager for its Enterprise Business team. The role is operationally focused, involving troubleshooting, client enablement and acting as a liaison between clients and internal teams such as sales and operations. It is based in Hong Kong.

Key responsibilities

• Partner with Account Executives to prepare clients for implementation and go-live, coordinating onboarding and driving product adoption.
• Coordinate with clients and internal teams to complete KYC, KYB and RFI requirements, resolving blockers and ensuring timely completion.
• Support AEs with client onboarding, opportunity handovers, implementation readiness, internal coordination and sales platform updates.
• Serve as a key contact for client queries and onboarding issues, coordinating with internal teams for timely resolution.
• Act as the liaison between clients, AEs and cross-functional teams, ensuring clear communication and alignment.
• Oversee onboarding workflows so that documentation, controls and implementation activities are completed accurately and efficiently.
• Build trusted client relationships from onboarding through go-live, capture client feedback and improve processes and customer experience.

Required profile

• Bachelor's degree or above.
• At least 2-4 years of experience in a customer service or sales support environment.
• Proven experience managing client communication and escalations.
• Strong verbal and written communication in English, Cantonese and Mandarin.
• Strong problem-solving and communication skills, able to work collaboratively in a fast-paced environment.
• Attention to detail and the ability to multitask, prioritize and meet deadlines.

Preferred: start-up, payments or fintech experience; familiarity with Salesforce and Google Suite is a plus. Applicants should apply through the company's careers site or official LinkedIn page; the company states it will not ask for bank details or sensitive IDs during the process.