Job Summary

Customer Success Manager, SME Growth (HK / SEA)

We're looking for a Customer Success Manager to serve as an extension of the Account Management team, acting as the primary point of escalation for our top-priority customer support issues.

This role sits at the intersection of Sales and Operations. You'll be introduced directly to priority customers to manage queries escalated from Account Managers, owning them end-to-end and coordinating across Financial Operations, Onboarding, Risk, and Compliance to drive resolution and deliver a world-class customer support.

You'll thrive in this role if you're a customer-centric and resourceful problem-solver who can manage complex queries while delivering a white-glove customer experience.

This role is based in Bangalore.

Job Details

- Sales
- Bangalore
- Full Time

What You'll Do

- Priority Support Escalation Management: Act as the primary point of escalation for top-priority customer support issues. You will be introduced directly to customers to manage queries end-to-end. This will involve coordinating across internal and external stakeholders to drive resolution and maintain a best-in-class customer experience.
- Systems Workflow Optimization: Identify inefficiencies across tools, processes, and customer journeys, and implement scalable improvements that increase team productivity and customer experience.
- Operational Analysis: Analyse data to identify bottlenecks,



uncover opportunities, and provide actionable insights that improve customer experience and revenue outcomes.

What We're Looking For

- 3 - 5 years of experience in Customer Success, Account Management, Customer Support, or a similar customer-facing role
- Proven ability to manage complex, high-stakes support escalations end-to-end across multiple internal teams
- Strong communication skills with a customer-first approach
- Highly KPI-driven with a bias for action and accountability
- Proven problem-solver who can identify issues and independently drive solutions
- Excellent attention to detail, especially in compliance and documentation workflows
- Excellent communication and de-escalation skills, with a calm, solutions-oriented approach under pressure
- Highly organized self-starter, able to operate autonomously in a fast-paced, high-growth workplace

Preferred Experience

- Background in fintech, payments, or other regulated environments
- Experience working in a high-performance Account Management team
- Experience working directly with Risk, Compliance, or Operations teams

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Success Manager, SME & Growth (HK / SEA) (Bengaluru)
🏢 Airwallex
📍 Bengaluru