Top Customer Success & Experience Jobs

Manage and grow a portfolio of Enterprise customers in Hong Kong with focus on Payment Acceptance and POS. Drive product adoption, onboarding, implementation, and post-launch optimisation; identify upsell/cross-sell opportunities; monitor account health and usage; coordinate cross-functional support and escalations; maintain forecasting, reporting, and strong stakeholder relationships to improve customer outcomes and retention.

Lead a customer success team focused on expanding and retaining existing merchant accounts. Build processes, enable automation and SOPs, coach the team, drive transaction growth, identify risks/compliance issues, and collaborate with product and strategy to improve product adoption and inform roadmap decisions.

Manage and grow existing customers in target markets by operating self-service platforms and automation tools, proactively servicing accounts, responding to inquiries, identifying needs, driving product improvements, collaborating with sales/marketing/operations, and mitigating business risk.

Lead and coach a team of Account Managers to drive revenue growth, retention and NPS for SME customers. Act as player‑coach on strategic accounts, set KPIs and operating rhythms, run executive reviews, manage forecasting and pipeline, resolve cross‑functional issues, and use data and customer feedback to influence product priorities and improve customer experience.

Configure client accounts, pricing, and capabilities to enable smooth product onboarding. Partner with Commercial, Solution Engineering, Product, and Operations to implement configurations, identify onboarding improvements, and run on‑shore programs that support US operational goals.

Lead and manage APAC (including China) technical support engineers, provide customer-facing troubleshooting for integrations, APIs and payment flows, coordinate incident escalation and resolution with engineering and stakeholders, identify product issues and drive improvements, and help build tools/processes to improve reliability and productivity.

Manage relationships with SME customers to drive product adoption, re-engage inactive accounts, identify upsell/cross-sell opportunities, analyze usage data for insights, and collaborate with internal teams to resolve issues and improve customer experience.

Manage a portfolio of SME customers in Vietnam to drive product adoption, retention, and growth. Build trusted customer relationships, identify upsell opportunities using usage data, educate on Airwallex products, advocate customer needs internally, and execute retention initiatives. Work cross-functionally with sales, product, operations, marketing, and strategy. Onsite in Hanoi or Ho Chi Minh City.

Own growth for a portfolio of 1,000+ SME customers using data-driven insights and automation to drive product adoption, engagement, and revenue. Develop lifecycle journeys, monitor intent signals and usage trends, run one-to-many campaigns, identify friction in the customer journey, and work cross-functionally to improve operations and expand customers.

Manage a portfolio of 50+ SME accounts to drive upsell, cross-sell, and NRR growth. Act as a product advisor on API integrations and payment flows, prioritize high-impact expansion opportunities, translate customer needs into product requirements, and build scalable onboarding/playbook processes for France while monitoring account health to prevent churn.