Customer Success Manager, Enterprise

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.   HOW YOU'LL MAKE IMPACT The POS team helps enterprise merchants and POS platforms launch and operate reliably across the full customer lifecycle. You'll combine customer relationship management, payments operations and technical troubleshooting to help customers go live smoothly and operate with confidence. - Own the day-to-day customer relationship for enterprise merchants and POS platforms across the full lifecycle, from KYC and KYB onboarding through implementation, launch and ongoing support. - Guide customers through payment enablement, information requests, terminal provisioning, testing and go-live readiness, partnering with Risk and Operations to resolve blockers. - Troubleshoot terminal, POS application, integration and payment issues by gathering relevant logs, transaction IDs, device details and API responses, then escalating appropriately to Product, Engineering, Solutions Engineering, Risk or Operations. - Manage the POS terminal lifecycle, including registration, assignment, activation, pairing, deployment, replacement, deactivation and termination, while keeping customer and internal records accurate. - Identify recurring customer and platform issues, create troubleshooting guides and implementation playbooks, and translate feedback into actionable recommendations for Product and Engineering. - Partner with Sales and Account Management on post-launch engagement, customer retention, product adoption and expansion opportunities. You'll work from our Singapore office five days a week. WHAT WE'RE LOOKING FOR Essentials - 2 to 4 years of experience at a payment service provider, payments processor, fintech or payment technology company, ideally in POS provisioning, merchant operations, implementation, technical support, customer success or technical account management. - Hands-on experience supporting POS terminals, payment acceptance, merchant onboarding or connected-account operations. - Working knowledge of KYC and KYB processes, payment enablement and merchant compliance workflows. - Practical experience with POS terminal provisioning or lifecycle management, including activation, assignment, replacement, deactivation or related operational processes. - Ability to troubleshoot technical issues methodically and communicate clearly with both technical and non-technical stakeholders. - Strong written and verbal communication skills in English, with the ability to manage multiple merchant and platform stakeholders. - Excellent attention to detail, organisation and follow-through. - Comfort working in a cross-functional environment with evolving processes and priorities. Preferred - Experience at a PSP such as Adyen, Stripe, Checkout.com http://Checkout.com, Worldpay, Fiserv, Global Payments, Nuvei or a similar provider. - Experience supporting POS platforms, restaurant technology, retail systems, marketplaces, SaaS platforms or other connected-merchant models. - Familiarity with payment APIs, SDKs, webhooks, payment intents, terminal IDs, activation codes and transaction troubleshooting. - Basic understanding of card-present payments, authorisation, capture, refunds, disputes, payment failures and reconciliation. - Experience with tools such as Salesforce, Jira, Zendesk, Looker, Postman or similar operational and technical platforms. - Experience creating standard operating procedures, dashboards, implementation playbooks or internal training materials. - Mandarin or another Southeast Asian language is a plus. YOU'LL THRIVE HERE IF - You own the outcome and you don't wait for permission to fix what's broken. - You're comfortable making decisions with incomplete information and moving quickly anyway. - You value in-person collaboration and are happy being in the office five days a week. - You say what you mean. You're direct, but you lead with respect. - You connect dots across functions and hold the big picture without losing grip on the details. LEARN MORE ABOUT YOUR TEAM Enterprise Business is about more than closing deals. This team helps large, often multinational organizations solve complex financial challenges that go well beyond a single product decision — moving money globally, managing treasury operations, embedding financial services across borders, and replacing fragmented financial workflows with one global system built to scale. You’ll be helping customers understand what is possible when their financial operations work as one global system. It's a team for strategic sellers with a builder mindset, who combine strategic thinking with deep product knowledge: comfortable with long deal cycles, multiple stakeholders, and the kind of autonomy that comes from being trusted to create value, shape the deal, and move complex opportunities forward rather than follow a rigid playbook. If you want to work on high-consequence deals that genuinely change how large businesses operate financially, this is the place to do it. 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. 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). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. EQUAL OPPORTUNITY Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.