## Customer Success Manager, SME & Growth at Airwallex - Shanghai Are you a customer-centric individual with a passion for helping businesses thrive? Do you have a proven track record of building strong relationships and driving customer success? If so, Airwallex is looking for a talented and motivated Customer Success Manager to join our SME & Growth team in Shanghai. **Role Overview** As a Customer Success Manager, you will be responsible for managing a portfolio of SME customers and ensuring their successful adoption of Airwallex's platform. You will act as a trusted advisor, providing guidance and support to help customers achieve their business goals. You will also work closely with internal teams to advocate for customer needs and drive product improvements. **A Day in the Life** * Onboarding new SME customers and providing training on the Airwallex platform. * Building strong relationships with key customer stakeholders. * Conducting regular customer reviews to understand their needs and challenges. * Providing proactive support and guidance to help customers achieve their business goals. * Identifying and resolving customer issues in a timely and efficient manner. * Working with internal teams to advocate for customer needs and drive product improvements. * Developing and implementing customer success strategies to improve customer retention and satisfaction. * Tracking customer success metrics and reporting on progress to management. * Staying up-to-date on industry trends and best practices in customer success. * Collaborating with sales and marketing teams to identify new opportunities for growth. **Why Shanghai?** Shanghai is a vibrant and dynamic city that is a hub for innovation and entrepreneurship. It is also a major financial center and a gateway to the Chinese market. Working in Shanghai provides you with the opportunity to be at the forefront of the global economy and to work with some of the most innovative companies in the world. Airwallex's Shanghai office is located in the heart of the city, providing easy access to transportation, restaurants, and other amenities. **Career Path** Airwallex is committed to providing its employees with opportunities for growth and development. As a Customer Success Manager, you will have the opportunity to advance your career within the customer success organization or in other areas of the company. Potential career paths include: * Senior Customer Success Manager * Team Lead, Customer Success * Manager, Customer Success * Director, Customer Success * Account Management * Sales * Product Management * Marketing **Salary & Benefits** Airwallex offers a competitive salary and benefits package, including: * Competitive salary commensurate with experience * Comprehensive health insurance * Paid time off * Employee stock options * Performance-based bonuses * Flexible work arrangements * Company-sponsored events and activities * Employee assistance program * Learning and development programs **Airwallex Culture** Airwallex is a fast-paced, dynamic company with a culture of innovation and collaboration. We are looking for individuals who are passionate about customer success and who are committed to making a difference. We value diversity and inclusion and are committed to creating a workplace where everyone feels welcome and respected. **How to Apply** If you are interested in joining the Airwallex team as a Customer Success Manager, please submit your resume and cover letter online. We look forward to hearing from you! **FAQ** 1. **What is Airwallex?** Airwallex is a global payments platform that helps businesses of all sizes manage their finances more efficiently. We offer a range of products and services, including cross-border payments, multi-currency accounts, and spend management tools. 2. **What is the role of a Customer Success Manager?** A Customer Success Manager is responsible for managing a portfolio of customers and ensuring their successful adoption of Airwallex's platform. They act as a trusted advisor, providing guidance and support to help customers achieve their business goals. 3. **What are the key responsibilities of a Customer Success Manager?** The key responsibilities of a Customer Success Manager include onboarding new customers, building strong relationships, providing proactive support, identifying and resolving customer issues, and working with internal teams to advocate for customer needs. 4. **What are the qualifications for a Customer Success Manager?** The qualifications for a Customer Success Manager typically include a bachelor's degree, 2+ years of experience in customer service or customer success, and strong communication and problem-solving skills. 5. **What are the benefits of working at Airwallex?** Airwallex offers a competitive salary and benefits package, including comprehensive health insurance, paid time off, employee stock options, and performance-based bonuses. 6. **What is the company culture like at Airwallex?** Airwallex is a fast-paced, dynamic company with a culture of innovation and collaboration. We value diversity and inclusion and are committed to creating a workplace where everyone feels welcome and respected. 7. **What opportunities are there for career growth at Airwallex?** Airwallex is committed to providing its employees with opportunities for growth and development. As a Customer Success Manager, you will have the opportunity to advance your career within the customer success organization or in other areas of the company. 8. **What is the interview process like at Airwallex?** The interview process at Airwallex typically involves a phone screening, followed by one or more in-person or video interviews. The interviews will focus on your experience, skills, and cultural fit. 9. **How do I apply for a Customer Success Manager position at Airwallex?** You can apply for a Customer Success Manager position at Airwallex by submitting your resume and cover letter online. 10. **What is Airwallex's policy on fraud and third-party recruiters?** Airwallex does not ask for bank details, sensitive ID numbers, or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s).