Scaled Customer Success Manager

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. About the team The SME & Growth Business team at Airwallex is a passionate group of collaborators and business champions dedicated to empowering small and medium-sized enterprises (SMEs) to thrive in the global economy. We combine deep financial expertise with a growth mindset, working closely with our clients to understand their unique needs and develop tailored solutions that streamline cross-border payments and unlock new revenue streams. As a team, we are driven by a desire to make a positive impact and are constantly innovating to find new ways to support the success of our SME customers. What you'll do As a Scaled Customer Success Manager, SME & Growth, you’ll own growth for a large portfolio of 1,000+ SME customers. You will leverage data-driven insights and automation to drive product adoption and revenue at scale. You will grow the existing customer base by using intent signals to trigger targeted outreach and running one-to-many campaigns that turn passive users into power users, helping them unlock the full value of the Airwallex platform. You’ll drive customer engagement and revenue growth through proactive lifecycle marketing, education, and strategic support. This is a great opportunity to work cross-functionally with teams across Sales, Product, Marketing, and Operations. This role is based in New York City. Responsibilities - Promote the advantages of using the Airwallex platform and ensure our customer base is utilizing it in the most effective way - Educate and drive engagement with our portfolio of customers to use the full range of Airwallex products; collect and analyze customer feedback to enhance products, services, and engagement - Identify systemic friction points in the customer journey and work with Operations to solve them for the entire portfolio - Develop and execute data-driven lifecycle journeys to engage customers at key milestones - Monitor intent signals and usage trends to trigger automated or semi-automated "save" and "expansion" campaigns 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’ experience in customer support, customer suc