Customer Success Manager, SME & Growth at Airwallex: Kuala Lumpur

Role Overview

The Customer Success Manager (CSM), SME & Growth role at Airwallex in Kuala Lumpur is a pivotal position focused on nurturing and expanding relationships with our Small and Medium-sized Enterprise (SME) clients. This role is critical in ensuring that our SME clients not only achieve their business goals using the Airwallex platform but also experience exceptional service throughout their customer journey. As a CSM, you will be responsible for managing the full customer lifecycle, from onboarding and training to ongoing support and expansion opportunities. You will act as a trusted advisor to your clients, understanding their unique needs and challenges, and proactively offering solutions and guidance to help them succeed in the global marketplace. This position requires a blend of relationship management, technical proficiency, and strategic thinking. You will work closely with internal teams, including Sales, Marketing, Product, and R&D, to advocate for your clients and drive continuous improvement in our products and services. Your success will be measured by your ability to retain and grow your client portfolio, increase customer satisfaction, and contribute to the overall growth of Airwallex.

A Day in the Life

Your day as a Customer Success Manager at Airwallex might include: * **Morning:** Reviewing your client portfolio, identifying any urgent issues or upcoming milestones. Preparing for scheduled calls with clients to discuss their performance, address any concerns, and explore new opportunities. * **Mid-day:** Conducting client calls, providing product demonstrations, and answering technical questions. Collaborating with internal teams to resolve complex issues and escalate critical concerns. * **Afternoon:** Analyzing client data to identify trends and opportunities for optimization. Developing and implementing proactive strategies to improve customer satisfaction and reduce churn. Participating in team meetings to share insights and best practices. * **End of Day:** Documenting client interactions, updating CRM records, and preparing reports on key performance indicators (KPIs). Planning for the next day's activities and prioritizing tasks.

Why Kuala Lumpur?

Kuala Lumpur is a strategic location for Airwallex's operations in Southeast Asia. As a vibrant and rapidly growing economic hub, Kuala Lumpur offers access to a diverse talent pool and a thriving business ecosystem. The city's central location and excellent infrastructure make it an ideal base for serving clients across the region. By joining our team in Kuala Lumpur, you will have the opportunity to work in a dynamic and multicultural environment, contribute to Airwallex's growth in the region, and advance your career in the fintech industry.

Career Path

Airwallex is committed to providing opportunities for career growth and development. As a Customer Success Manager, you can advance your career in several directions. You may choose to specialize in a particular industry or product area, or you may move into a leadership role, such as a Senior Customer Success Manager or a Team Lead. Airwallex also offers opportunities to move into other departments, such as Sales, Marketing, or Product Management, depending on your interests and skills. We provide ongoing training and mentorship to help you achieve your career goals.

Salary & Benefits

The estimated salary range for this role is $80,000 - $120,000 USD per year, commensurate with experience and qualifications. In addition to a competitive salary, Airwallex offers a comprehensive benefits package, including: * Health insurance * Paid time off * Professional development opportunities * Employee stock options * Company-sponsored events

Airwallex Culture

At Airwallex, we value innovation, collaboration, and customer focus. We are a fast-paced, entrepreneurial company that is constantly pushing the boundaries of what's possible in the fintech industry. We encourage our employees to take ownership of their work, challenge the status quo, and contribute their ideas to the team. We foster a culture of continuous learning and development, and we provide opportunities for our employees to grow and advance their careers. We are committed to diversity and inclusion, and we believe that a diverse workforce is essential to our success. ## How to Apply If you are a motivated and experienced customer success professional with a passion for fintech and a desire to make a difference, we encourage you to apply for the Customer Success Manager, SME & Growth role at Airwallex in Kuala Lumpur. To apply, please submit your resume and cover letter through our online application portal. Be sure to highlight your relevant experience and skills, and explain why you are a good fit for this role. ## Frequently Asked Questions (FAQ) **1. What does Airwallex do?** Airwallex is a global payments and financial platform that empowers businesses to operate globally without borders. We offer a range of solutions, including business accounts, global payments, spend management, and treasury management. **2. What is the SME & Growth team responsible for?** The SME & Growth team is responsible for managing and growing relationships with our Small and Medium-sized Enterprise (SME) clients. We provide these clients with the support and guidance they need to succeed in the global marketplace. **3. What are the key responsibilities of a Customer Success Manager?** The key responsibilities of a Customer Success Manager include managing the full customer lifecycle, providing proactive support, identifying and mitigating churn risks, and collaborating with internal teams to improve our products and services. **4. What skills and experience are required for this role?** The ideal candidate will have a Bachelor's degree or above, fluency in English and Mandarin Chinese, and a minimum of 2 years of experience in customer success, account management, or a related role. **5. What is the career path for a Customer Success Manager at Airwallex?** As a Customer Success Manager, you can advance your career by specializing in a particular industry or product area, moving into a leadership role, or transitioning to other departments within Airwallex. **6. What are the benefits of working at Airwallex?** Airwallex offers a competitive salary, comprehensive benefits package, and opportunities for professional development and career growth. **7. What is the company culture like at Airwallex?** Airwallex fosters a culture of innovation, collaboration, customer focus, and continuous learning. **8. How does Airwallex support employee growth?** Airwallex supports employee growth through ongoing training, mentorship programs, and opportunities to take on new challenges and responsibilities. **9. What opportunities are there to work with global teams?** Airwallex has a global presence, with offices in over 20 locations around the world. As an employee, you will have the opportunity to collaborate with colleagues from different countries and cultures. **10. What is Airwallex's commitment to diversity and inclusion?** Airwallex is committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We believe that a diverse workforce is essential to our success.