Customer Success Manager, SME & Growth (HK

About the role

You drive resolution for priority customers while partnering with operations and compliance. Managing complex escalations end-to-end, you turn business challenges into structured solutions. This role demands fluent communication and ownership across finance and risk teams.

Key facts

What you'll do

Orchestrating intake workflows to ensure priority cases move efficiently through teams. Designing process maps that clarify handoffs between finance, onboarding, and risk. Analyzing ticket patterns to highlight systemic issues and propose targeted fixes. Coordinating with partners to align solutions and maintain service standards. Shipping improvements that reduce resolution time and strengthen customer trust. Reviewing case outcomes to validate results and refine escalation criteria. Guiding partners through complex scenarios while upholding compliance and policy. Championing data-informed adjustments to workflows and documentation.

Requirements

You bring 3 - 5 years in customer success, support, or account roles. Handling complex escalations across teams is routine for you. Communicating clearly with diverse stakeholders comes naturally to you. You track performance using KPIs and maintain accountability for outcomes. Solving problems independently, you investigate root causes and drive fixes. You notice details, especially in compliance checks and record keeping. Under pressure, you stay calm and communicate with precision. Organized work defines you, thriving in a fast, evolving setting.

Nice to have

Experience in fintech, payments, or regulated settings shapes your perspective. You have history in high-performance account management structures. You collaborate with risk, compliance, and operations on recurring initiatives.

Skills & tools

None listed.

Practical notes

India location may require hybrid or office presence based on policy. Role involves moderate travel within the region as needed. Visa sponsorship is not provided for this position.

About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide - including Brex, Rippling, Navan, Qantas, SHEIN and many more - with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us.

ATTRIBUTES WE VALUE

We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you're motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.

You're humble and collaborative; turn zero‑to‑one ideas into real products, and you "get stuff done" end-to-end. You use AI to work smarter and solve problems faster. Here, you'll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let's build what's next.

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