Airwallex Customer Success Manager - Sydney, NSW

Role Overview

The Customer Success Manager (CSM) at Airwallex is a pivotal role focused on ensuring the success and satisfaction of our Small and Medium Enterprise (SME) customers. Based in Sydney, New South Wales, the CSM acts as a trusted advisor, product expert, and advocate for a portfolio of self-serve SME clients. This role requires a blend of strategic thinking, relationship-building skills, and technical proficiency to drive product adoption, customer engagement, and revenue growth. The CSM collaborates closely with Sales, Product, Marketing, and Operations teams to deliver exceptional customer experiences and maximize the value our clients derive from the Airwallex platform.

A Day in the Life

As a Customer Success Manager, your day will be dynamic and multifaceted. Here’s a glimpse of what you can expect: * **Morning:** You start your day by reviewing your customer portfolio, focusing on key accounts and their recent activity. You analyze customer health metrics to identify any potential risks or opportunities. You respond to customer inquiries, providing guidance and support on using Airwallex products and features. * **Mid-day:** You conduct a business review with one of your key SME clients. You discuss their business goals, challenges, and how Airwallex can help them achieve success. You provide strategic recommendations and product demonstrations tailored to their specific needs. You collaborate with the Sales team to identify opportunities for upselling or cross-selling additional Airwallex solutions. * **Afternoon:** You participate in a cross-functional meeting with the Product and Marketing teams to provide customer feedback and insights. You discuss potential product enhancements and marketing campaigns that could improve customer engagement and satisfaction. You create training materials and documentation to help customers better understand and use the Airwallex platform. * **Late Afternoon:** You address any outstanding customer issues, working closely with the Customer Support and Operations teams to resolve them promptly. You document all customer interactions in our CRM system and update customer success plans accordingly. You prepare for the next day by prioritizing tasks and scheduling follow-up activities.

Why Sydney, New South Wales?

Sydney is a vibrant and dynamic city, serving as a major hub for finance, technology, and innovation in the Asia-Pacific region. Airwallex's presence in Sydney provides CSMs with unique opportunities: * **Thriving SME Market:** Sydney boasts a diverse and growing SME sector, representing a significant market for Airwallex's solutions. This provides CSMs with ample opportunities to engage with a wide range of businesses and help them expand globally. * **Strategic Location:** Sydney's strategic location allows Airwallex to serve customers across the Asia-Pacific region effectively. CSMs in Sydney play a vital role in supporting our regional growth and expansion. * **Talent Pool:** Sydney is home to a highly skilled and diverse workforce, providing Airwallex with access to top talent in customer success, finance, and technology. This ensures that CSMs have access to the resources and expertise they need to excel in their roles. * **Quality of Life:** Sydney offers a high quality of life, with its beautiful beaches, parks, and cultural attractions. This makes it an attractive destination for professionals looking to build their careers and enjoy a fulfilling lifestyle.

Career Path

Airwallex is committed to the growth and development of its employees. The Customer Success Manager role offers several career paths: * **Senior Customer Success Manager:** With experience and proven success, you can advance to a Senior Customer Success Manager role, where you will manage a larger portfolio of key accounts and mentor junior CSMs. * **Team Lead, Customer Success:** You can progress to a Team Lead position, where you will lead and manage a team of CSMs, providing guidance, coaching, and support. * **Customer Success Manager, Enterprise:** For those interested in working with larger, more complex organizations, there is the opportunity to transition into an Enterprise Customer Success Manager role. * **Other Departments:** Airwallex encourages internal mobility, providing opportunities to explore roles in other departments such as Sales, Product, Marketing, or Operations.

Salary & Benefits

The estimated salary range for a Customer Success Manager in Sydney, NSW, is between $90,000 and $140,000 AUD per year, depending on experience and qualifications. Airwallex also offers a comprehensive benefits package, including: * Competitive salary and bonus program * Employee stock options * Health, dental, and vision insurance * Life and disability insurance * Generous paid time off * Flexible work arrangements * Professional development opportunities * Wellness programs * Team-building activities

Airwallex Culture

Airwallex is a fast-paced, innovative, and collaborative company. We value: * **Customer Obsession:** We are passionate about helping our customers succeed. * **Innovation:** We are constantly looking for new and better ways to solve problems. * **Collaboration:** We work together as a team to achieve our goals. * **Ownership:** We take responsibility for our actions and results. * **Growth:** We are committed to the growth and development of our employees.

How to Apply

To apply for the Customer Success Manager role in Sydney, NSW, please submit your resume and cover letter through the Airwallex careers website. We look forward to hearing from you!

FAQ

1. **What is Airwallex?** Airwallex is a global payments and financial platform for modern businesses. We help businesses of all sizes manage their cross-border payments, collections, and treasury operations more efficiently and cost-effectively. 2. **What are the key responsibilities of a Customer Success Manager?** The key responsibilities of a CSM include driving product adoption, customer engagement, revenue growth, and customer satisfaction. 3. **What skills and qualifications are required for this role?** We are looking for candidates with proven experience in customer success, strong communication skills, and a deep understanding of the SME market. 4. **What is the career path for a Customer Success Manager at Airwallex?** CSMs can advance to Senior CSM roles, Team Lead positions, or explore opportunities in other departments. 5. **What is the salary range for this role?** The estimated salary range for a Customer Success Manager in Sydney, NSW, is between $90,000 and $140,000 AUD per year. 6. **What benefits does Airwallex offer?** Airwallex offers a comprehensive benefits package, including competitive salary, bonus program, employee stock options, health insurance, and generous paid time off. 7. **What is the company culture like at Airwallex?** Airwallex is a fast-paced, innovative, and collaborative company that values customer obsession, innovation, collaboration, ownership, and growth. 8. **How does Airwallex support employee growth and development?** Airwallex provides employees with professional development opportunities, mentorship programs, and internal mobility options. 9. **What is the work environment like at Airwallex?** Airwallex offers a flexible and supportive work environment, with opportunities for remote work and flexible hours. 10. **How can I learn more about Airwallex?** You can learn more about Airwallex by visiting our website, reading our blog, and following us on social media.