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. As a Customer Success Manager, SME & Growth at Airwallex, you will manage a portfolio of SME customers in Vietnam and play a key role in driving product adoption, retention, and growth across your accounts. You will build trusted relationships with customers, develop a deep understanding of their business needs, and help them unlock more value from Airwallex's product suite. You will work cross-functionally with teams across sales, product, operations, marketing, and strategy to deliver a strong customer experience and surface opportunities to improve how we serve customers. This role is ideal for someone who is customer-focused, commercially minded, and excited to help shape how customer success is delivered in Vietnam. This is an Onsite role and can be based in either Hanoi or Ho Chi Minh City. Responsibilities: - Build strong relationships across your portfolio and develop a deep understanding of customers' business models, workflows, current pain points, and future growth plans. - Identify growth opportunities by using customer data, product usage trends, and industry knowledge to increase wallet share and deepen usage of Airwallex products across your accounts. - Educate and activate customers on the full range of Airwallex products, guiding them toward stronger activation, and ongoing adoption. - Champion customer needs internally by acting as the voice of the customer and partnering cross-functionally to improve product, process, and customer experience outcomes. - Advocate for Airwallex by creating a strong impression with customers and helping position Airwallex as the partner of choice within your focus industries. - Retain customers by proactively identifying at-risk accounts, addressing blockers, and executing retention initiatives that improve customer satisfaction and reduce churn. Who you are We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. Minimum qualifications: - 2 years of experience in account management, customer success, or a similar client-facing commercial role, with a track record of driving revenue growth within existing accounts. - Strong verbal and written communication skills in both English and Vietnamese. Confidence in engaging customers directly to understand their needs, solve problems, and promote Airwallex solutions. - Strong relationship-building skills, with the ability to work collaboratively with customers and internal stakeholders. - A results-oriented mindset with resilience, commercial drive, and motivation to achieve KPIs. - Strong problem-solving abilities and comfort navigating ambiguity in a fast-paced environment. - Comfort using software and tools to manage customer activity, drive activation, and increase wallet share. Preferred qualifications: - Experience in start-up, fintech, e-commerce, tourism, mobile gaming, or software environments. - Familiarity with CRM tools and a data-driven approach to managing customer portfolios and prioritizing opportunities. - Experience supporting customers through onboarding, product adoption, retention, and cross-sell or upsell motions. - Curiosity, ownership, and a willingness to experiment and improve how customer growth and success are delivered. 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.

• As a Customer Success Manager, your mission is to secure renewals by ensuring sustainable product adoption and measurable business value creation. • You own the customer journey, from onboarding through renewal. • You are responsible for account health, value realization, and renewal readiness. • Onboarding & initial adoption: Lead customer onboarding, leveraging product-led self-serve resources.

• Own a BoB of up to 50 accounts (high-touch), representing ~$4M in total annual Google Workspace spend. • Drive contract renewals end-to-end, including multi-year Google Workspace agreements and Google product expansions. • Develop and maintain executive relationships at the Director, VP, and C-Suite level across your accounts. • Segment your portfolio by churn risk, growth potential, and strategic value — adjusting your cadence accordingly. • Maintain a target Net Revenue Retention (NRR) of ≥110% and < 8% churn rate annually across your BoB. • Identify and execute upsell and cross-sell opportunities including Gemini Enterprise, additional Google Workspace SKUs, and Google Cloud services. • Lead a Solutions team and collaborate with Sales to develop account expansion plans tied to QBRs and annual reviews. • Drive product adoption across Google Workspace, monitoring usage signals to intervene proactively with at-risk accounts. • Build educational materials, training sessions, and adoption playbooks for Gemini and Workspace best practices. • Coach and delegate tactical/low-touch account management to your Solutions team, freeing your capacity for strategic high-touch work.

Role Description Our Customer Success team is small, technical, and ambitious, and we are looking for two Customer Success Technical Specialists (CSM Track) to join us — both on an expected path to becoming Customer Success Managers within 3 to 12 months. - Start by owning the technical support function alongside our CS Technical Lead. - Become an expert in our Builder CMS and manage our AI-first support stack. - Resolve customer tickets quickly and warmly. - Transition into a CSM role within 3 to 12 months, managing customer portfolios. - Collaborate cross-functionally with sales, product, and engineering. Qualifications - 1+ years of professional experience in SaaS support, customer success, or a similar customer-facing role. - Hands-on experience working tickets and talking to customers. - Strong written and verbal communication skills. - Comfortable working with a remote team across multiple time zones. - Detail-oriented, with a strong ability to track multiple conversations, customers, and priorities at once. - Comfortable with public-facing tasks (running a video call, hosting a customer training). - Tooling experience is a plus, but not required. - Curious about AI tooling and willing to use it to work smarter. - Familiarity with the events industry, higher education, or association space is a bonus but not required. Requirements - Own a queue of customer tickets, resolving issues and writing clear, warm responses. - Manage and improve our AI support stack. - Become fluent in Guidebook's Builder CMS and the broader product suite. - Spot patterns in customer struggles and surface them to relevant teams. - Contribute to our knowledge base and internal documentation. - Coordinate with our CS Technical Lead on broader tech stack work. - Minor weekend support responsibilities for escalated tickets. Benefits - Annual On Target Earnings (OTE): $50,000-60,000, depending on experience. - Variable paid quarterly will be between 10-20% of OTE. - Fully remote role, US-based, East Coast required. - Benefits package includes 100% paid medical, dental, and vision. - Short-term and long-term disability. - Unlimited vacation. - 401(k) with matching. - Stock options. - MacBook and home office setup. - Annual company retreat.