• Own the post-implementation relationship for 10-20 strategic accounts • Build and maintain relationships across the buying committee including CIOs and CDOs • Quantify and communicate the business impact of Transcend • Exceed retention and expansion targets • Represent customers’ voice internally partnering with Product & Engineering • Spot gaps in the strategic customer journey and build playbooks to address them

About Airwallex Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide - including Brex, Rippling, Navan, Qantas, SHEIN and many more - with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,000 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us. Attributes We Value We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you're motivated by our mission and operating principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero-to-one ideas into real products, and you "get stuff done" end-to-end. You use AI to work smarter and solve problems faster. Here, you'll tackle complex, high-visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let's build what's next. 主要职责 1.根据公司市场战略，负责对目标市场存量客户进行深度维护 2.负责搭建、运营客户自助服务平台和自动化客服工具，优化客户服务内外部流程 3.通过服务平台、自动化客服工具和高效服务流程，对存量客户提供主动服务，并高效响应客户咨询，提升服务效率、客户满意度和产品使用体验 4.协同战略、产研团队，挖掘客户需求痛点，推动产品优化 5.协同市场、销售、客户管理团队，培育挖掘沉睡、高潜客户，提升客户价值 6.协同运营、风控、合规团队，识别潜在业务风险 任职要求• 本科及以上学历，中英文流利• 2年以上客户服务、客户体验、客户成功相关工作经验，企业服务领域和跨境出海头部公司优先• 具备结合一线业务和平台工具体系搭建及优化的能力，并能够基于数据分析决策• 结果导向，具有成长性和好奇心• 有团队合作精神，能跨团队协作推动复杂项目落地 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 email address. Please apply only through 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.

• Speak with business owners to assess goals, address questions, and present renewal options • Master a high-volume auto-dialer environment • Use Salesforce as a tactical weapon • Work with internal teams to support timely and accurate funding outcomes • Support and mentor more junior reps • Constantly analyze your own performance data • Pilot new tech and provide concise, actionable feedback

Individuals in the Customer Success Manager role have a passion for technology and the ambition to dive head-first into new challenges. We are looking for someone who can thrive with a high level of ambiguity and operate autonomously while maintaining a customer centric approach and helping to build the program. In this role you will also become a main point of contact for MongoDB end users by leveraging your technical and account management skills as well as acting as the account team leader across Sales, Professional Services, Solutions Architects, etc. We are looking to speak to candidates who are based in Dublin or Munich for our hybrid working model. Our ideal candidate will have - 7+ years experience working in Customer Success, Technical Account Management, Professional Services or other similarly customer-centric role for a technical product (ideally consumption based) - 4+ years experience being accountable for customer health and revenue realization for a defined book of business/portfolio of accounts for Forbes Global 2000 customers - A background and passion for advocating on behalf of your customers - this role should act as an extension of our customers team within MongoDB - A mind for technology - we’ll teach you about MongoDB and databases, but our customers and product are inherently technical and you should have an aptitude and curiosity to learn about those concepts - The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes; including deciding when to include our executive team or c-suite in customer escalations, how to de-risk or de-escalate customer issues and conflict and advocating to internal teams including sales, professional services, etc. - An entrepreneurial mindset - you will be required to both deviate from established procedure and often build entirely new process or practices to ensure we best serve this customer segment - Team player and passion for collaboration - this role will work with some of our most strategic growth customers so must align closely to Sales, Professional Services, Tech Services, and the broader MDB ecosystem - Prior exposure to database, cloud, and infrastructure technology is a plus - Bilingual English and German On a given day in this role you will - Work as a strategic advisor to your customer providing them with guidance on MongoDB best practices and their overall technology strategy; this could include running enablement sessions alone or with another internal MongoDB team members, advising the customer on strategies to optimize their technical environment or current spend with MongoDB, positioning and recommending product features and best practices to accelerate customers time to value and growth - Guide customers through the customer journey to accelerate their time-to-value from MongoDB, overseeing the technical success plan from committed ARR to active consumption. Includes advising customers on on their deployment health & strategies for operating and maturing their MongoDB environments - Proactively identify and mitigate technical risks for complex accounts by designing custom remediation plans and implementing best practices to pre-empt critical issues. - Facilitate the resolution of high-stakes customer challenges while identifying strategic opportunities to expand MongoDB usage through optimized technical solutions. - Collect feedback and identify roadblocks from customers to inform internal teams including Product, Professional Services, and Leadership on how MongoDB can build a stronger product and go to market organization - Act as the link between our customers and product engineering to develop new innovative solutions. You will be key in building the future roadmap of our product by acting as the Product team’s eyes and ears in this field - De-escalate and resolve critical customer issues and complaints by finding the best possible solution for both the customer and MongoDB; this could include anything from navigating a customer outage that has a financial impact on their business, to helping an application team devise a custom MongoDB solution or implementation for their critical application, no day is the same - Build and execute account plans to mitigate risk and drive growth 3+ quarters out across your portfolio - Lead in-person executive business reviews for strategic customers in your portfolio, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success plan - Work on strategic internal projects to help build the Customer Success program; our expectation is that anyone in this role has strong business acumen and the ability to create and teach best practices, new process, and enablement to the broader organization - Document all customer interactions in internal systems, including Gainsight and Salesforce.com - Provide feedback and guidance to leadership on key signals within MongoDB Atlas that indicate healthy or unhealthy customer accounts; as our product evolves, we’ll need to be constantly adjusting our engagement strategies based on these signals, which you’ll be in the best position to identify and share back with internal teams - Manage the relationship with Sales Leadership and Account Executives in your territory, including reporting on business performance, training on best practices, and rolling out program updates to ensure sales people and leaders are abreast of best practices for interacting with Customer Success About MongoDBMongoDB is built for change, empowering our customers and our people to innovate at the speed of the market. We have redefined the database for the AI era, enabling innovators to create, transform, and disrupt industries with software. MongoDB’s unified database platform, the most widely available, globally distributed database on the market, helps organizations modernize legacy workloads, embrace innovation, and unleash AI. Our cloud-native platform, MongoDB Atlas, is the only globally distributed, multi-cloud database and is available across AWS, Google Cloud, and Microsoft Azure. With offices worldwide and over 60,000 customers, including 75% of the Fortune 100 and AI-native startups, relying on MongoDB for their most important applications, we’re powering the next era of software. Our compass at MongoDB is our Leadership Commitment, guiding how and why we make decisions, show up for each other, and win. It’s what makes us MongoDB. To drive the personal growth and business impact of our employees, we’re committed to developing a supportive and enriching culture for everyone. From employee affinity groups, to fertility assistance and a generous parental leave policy, we value our employees’ wellbeing and want to support them along every step of their professional and personal journeys. Learn more about what it’s like to work at MongoDB, and help us make an impact on the world! MongoDB is committed to providing any necessary accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter. MongoDB is an equal opportunities employer. Req ID 426134