Customer Success Manager, SME & Growth, CN

About this role

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.

Customer Success Manager, SME & Growth

主要职责

1.根据公司市场战略，负责对目标市场存量客户进行深度维护

2.负责搭建、运营客户自助服务平台和自动化客服工具，优化客户服务内外部流程

3.通过服务平台、自动化客服工具和高效服务流程，对存量客户提供主动服务，并高效响应客户咨询，提升服务效率、客户满意度和产品使用体验

4.协同战略、产研团队，挖掘客户需求痛点，推动产品优化

5.协同市场、销售、客户管理团队，培育挖掘沉睡、高潜客户，提升客户价值

6.协同运营、风控、合规团队，识别潜在业务风险

任职要求

· 本科及以上学历，中英文流利

· 2年以上客户服务、客户体验、客户成功相关工作经验，企业服务领域和跨境出海头部公司优先

· 具备结合一线业务和平台工具体系搭建及优化的能力，并能够基于数据分析决策

· 结果导向，具有成长性和好奇心

· 有团队合作精神，能跨团队协作推动复杂项目落地

APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS

To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page.