Customer Success, Enterprise

Overview

In this role you will own the post-sale relationship for strategic customers and guide them from implementation through adoption and renewal. You’ll work closely with Sales, Solutions Engineering, Product and Support to ensure measurable value and successful outcomes. You’ll help build the Enterprise Customer Success function in EMEA, shaping playbooks and processes as the team scales. This is a collaborative, fast-paced opportunity to drive value for large organisations leveraging Airwallex’s embedded finance capabilities.

Responsibilities

• Own the customer lifecycle from implementation to renewal for embedded finance and enterprise clients.
• Lead complex implementation and onboarding programs with cross-functional coordination.
• Develop customer success plans with objectives and success metrics aligned to business goals.
• Serve as primary escalation point for operational, technical and service issues.
• Coordinate with Sales, Account Management, Support, Billing, Product and Engineering to resolve issues.
• Monitor product adoption, usage metrics and service levels to identify risks and opportunities.
• Advise customers on optimizing use of APIs, Payments, Business Accounts and Spend solutions.
• Project-manage rollout of new products/features across accounts and develop scalable playbooks.

Key requirements

• 5+ years in Customer Success, Account Management, Solutions Delivery, Operations or similar
• Experience with complex organisations, multiple stakeholders and long implementation cycles
• Accomplished relationship builder with senior stakeholders
• Excellent communication and presentation skills for technical and non-technical audiences
• Commercial mindset with focus on value, adoption and growth
• Strong organisation, multi-project management and attention to operational detail
• Technical mindset with experience delivering or supporting SaaS or API-based solutions
• Proactive, solutions-oriented in a fast-paced, ambiguous environment
• Experience with Google Workspace, Salesforce, SQL, Looker, Zendesk

• relationship-building
• communication
• collaboration
• SaaS experience
• APIs
• Salesforce

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