• Own the customer lifecycle, providing ongoing and proactive assistance to Sophos customers to drive high level of customer satisfaction, deep engagement, and mutual success, resulting in a successful renewal and a trustful customer relationship. • Establish key relationships with strategic and operational stakeholders at your customers, ensuring regular check-ins to understand, and promptly address client needs and concerns. • Partner with customers to understand their security goals, threat landscape, and compliance requirements; map our capabilities accordingly. • Lead onboarding sessions and provide ongoing and AI-assisted guidance on secure architecture, integrations, and best practices in cooperation with your customers’ Sophos partners and our service teams. • Monitor account health using telemetry, reporting, and customer feedback to proactively mitigate risk and identify value-add opportunities. • Conduct Quarterly Business Reviews (QBRs) and success planning with technical and business stakeholders. • Act as one Go-To-Market team with Sales, Renewals and CS. Collaborate with Support, Product and Operations teams on escalations, feature requests, and critical incident management. • Translate complex technical information into clear, actionable insights for customer teams. • Educate customers on roadmap reviews, new product features, threat intelligence, and industry developments through enablement sessions and advisory calls. • Contribute to internal process improvement and the development of reusable assets, such as playbooks, onboarding guides and AI agents.

• Support day-to-day administration of ChurnZero, including journey, campaign, and playbook configuration • Manage segmentation, audience targeting, and user access • Assist in operationalizing customer lifecycle programs (onboarding, adoption, renewal, tech touch) • Execute operational workflows supporting Customer Success programs • Translate business requirements into scalable processes • Maintain documentation, playbooks, and SOPs • Identify opportunities to automate workflows and reduce manual effort • Leverage tools such as Power Automate and AI assistants • Support automated customer communications and task workflows • Maintain data quality through audits, imports, and validation • Support dashboards and reporting for leadership • Troubleshoot data issues and assist with integrations (Salesforce, etc.) • Partner with Sales Ops, Support, IT, and other teams • Support rollout of tools, workflows, and initiatives

About AirwallexAirwallex 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 2,200 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 ValueWe 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. About the role We are looking for a Customer Success Manager (Customer Experience Specialist) who is passionate about building meaningful relationships and delivering exceptional customer experiences for our strategic partners’ referrals. In this role, you will be the driving force behind client engagement, satisfaction, and retention. As a process-driven problem solver, you will continually seek opportunities to optimize efficiency and elevate the overall customer lifecycle experience. While ensuring customer satisfaction, you will also play a key role in driving product adoption and uncovering growth opportunities by identifying customer challenges and offering tailored solutions - empowering clients to maximize the value of our full product suite. If you are customer-obsessed, solutions-driven, and excited to make a tangible impact on customer success, we’d love to hear from you! Responsibilities - Service clients: Act as the escalation point for customer inquiries, complaints, requests and technical issues. Collaborate with Sales, Support and other internal teams to ensure timely resolution - Manage internal operational workflows: Assist accounts with setup for new product adoptions, including pricing and feature configuration, to ensure a smooth usage experience - Retain customers: Develop and execute strategies to proactively identify at-risk clients and implement retention initiatives to improve customer satisfaction - Improve customer experience: Oversee the customer lifecycle management process, continuously identifying areas for optimization - Drive operational efficiency: Leverage AI tools and automation to enhance customer success workflows, from proactive outreach to issue resolution, continuously iterating based on outcomes - Generate revenue: Identify and pursue upselling and cross-selling opportunities. Lead the process from identifying client needs and closing deals to ensuring successful product adoption Qualifications - >2 years of experience in a customer-facing role such as Customer Success, Customer Support, Account Management, or a similar field - A customer-first attitude, showing empathy and care in understanding and meeting customer needs - Strong commercial acumen with the ability to identify customer needs, recommend solutions, and drive upselling and cross-selling opportunities to close deals successfully - Exceptional organizational and time management skills, with a strong attention to detail and high documentation accuracy - Proven ability to prioritize tasks effectively, quickly learn new systems and processes, and adapt in a fast-paced environment - Team-oriented attitude, working collaboratively with cross-functional teams to solve problems and deliver results - Strong verbal and written communication skills in Mandarin, Cantonese and English - A problem-solving mindset, with the ability to simplify complex challenges and provide creative solutions - Ability to think big, identify opportunities to optimize customer support processes and systems as part of scaling the team Applicant Safety Policy: Fraud and Third-Party RecruitersTo 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 opportunityAirwallex 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.

• Lead the execution of CRM campaigns and customer engagement initiatives across multiple channels within Braze • Configure and customise Braze to implement agreed strategies, journeys, and campaign plans • Build, launch, and optimise targeted campaigns using segmentation, personalisation, and automation capabilities • Collaborate with CRM Strategists, Project Managers, and clients to ensure alignment between strategy and execution • Manage and analyse customer data to support campaign performance, optimisation, and audience targeting • Conduct QA across campaigns, integrations, and supporting documentation to ensure delivery quality and accuracy • Monitor campaign performance and create reports that provide clear insights and recommendations • Serve as a trusted client partner, helping translate business requirements into effective CRM solutions • Stay current with Braze capabilities and industry best practices, applying new approaches to improve client outcomes • Support continuous improvement initiatives across delivery processes, campaign execution, and platform utilisation