Customer Success Manager, SME & Growth

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 200,000 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 2,200 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 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. As a Customer Success Manager, SME & Growth at Airwallex, you will manage a portfolio of SME customers in Vietnam and play a key role in driving product adoption, retention, and growth across your accounts. You will build trusted relationships with customers, develop a deep understanding of their business needs, and help them unlock more value from Airwallex’s product suite. You will work cross-functionally with teams across sales, product, operations, marketing, and strategy to deliver a strong customer experience and surface opportunities to improve how we serve customers. This role is ideal for someone who is customer-focused, commercially minded, and excited to help shape how customer success is delivered in Vietnam. This is an Onsite role and can be based in either Hanoi or Ho Chi Minh City. Responsibilities: - Build strong relationships across your portfolio and develop a deep understanding of customers’ business models, workflows, current pain points, and future growth plans. - Identify growth opportunities by using customer data, product usage trends, and industry knowledge to increase wallet share and deepen usage of Airwallex products across your accounts. - Educate and activate customers on the full range of Airwallex products, guiding them toward stronger activation, and ongoing adoption. - Champion customer needs internally by acting as the voice of the customer and partnering cross-functionally to improve product, process, and customer experience outcomes. - Advocate for Airwallex by creating a strong impression with customers and helping position Airwallex as the partner of choice within your focus industries. - Retain customers by proactively identifying at-risk accounts, addressing blockers, and executing retention initiatives that improve customer satisfaction and reduce churn. Who you are We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. Minimum qualifications: - 2 years of experience in account management, customer success, or a similar client-facing commercial role, with a track record of driving revenue growth within existing accounts. - Strong verbal and written communication skills in both E