Customer Success Manager (Growth Specialist)

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 150,000 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 1,800 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$6.2 billion and backed by world-leading investors including Visa, Airtree, Blackbird, Sequoia, DST Global, Greenoaks, Salesforce Ventures, Lone Pine, and Square Peg, 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.

About the role

We are seeking a highly motivated and results-driven Customer Success Manager (Growth Specialist) to join our growing team in Hong Kong. In this role, you will be the key driver of identifying upselling and cross-selling opportunities, increasing product adoption, and ensuring customer retention within our existing customer base. Acting as the bridge between customers and the Airwallex team, you will develop a deep understanding of client needs and demonstrate how Airwallex can support their success.

As a creative and proactive hunter, you will take full ownership of designing and executing email outreach campaigns and marketing initiatives, while also engaging directly with clients through outbound calls to uncover and activate growth opportunities within your portfolio.

This is an exciting opportunity to blend strategic thinking, customer engagement, and creative execution to make a meaningful impact on our customers!

Responsibilities

• Analyze our existing customer data and usage trends to identify high-value accounts with growth potential

• Design and execute engaging outreach campaigns and marketing initiatives through multi channels such as email and in web notification, to drive customer activation and product utilization

• Proactively engage with existing clients through discovery calls, emails and chat to uncover upsell and cross‑sell opportunities

• Own the full sales cycle, from identifying sales opportunities to deal closing, within your book of accounts

• Develop and implement strategies to retain at‑risk clients, reactivate inactive clients, and grow long‑tail clients

• Collaborate cross-functionally with Operations, Product, and Marketing teams to ensure alignment and achieve shared goals

Qualifications

• At least 1-3 years of proven sales experience with a strong track record of achieving targets

• Hunter Mentality: a self-starter with a strong drive to identify and engage potential high-value clients

• Results-driven and skilled at building sales pipelines to meet or exceed KPIs

• Skilled at driving client interest in products through warm/cold calling and written communications

• Strong verbal and written communication skills in Mandarin, Cantonese and English

• Strong problem-solving skills, with the ability to simplify complex challenges and provide creative solutions

• Analytical mindset with the ability to interpret client data and trends to derive actionable insights.

• Customer-first mindset, showing empathy and care in understanding and meeting customer needs

• Start-up and fintech experience is preferred

• Experience in marketing or a related field, with a proven ability to design and execute successful campaigns is highly regarded

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.