Customer Success Manager, SME & Growth

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 250,000 businesses worldwide – including Brex, 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 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 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. 岗位职责 负责新员工培训项目的设计、实施与持续优化，帮助新人快速了解公司、产品、业务流程及岗位要求 根据业务需求搭建并维护培训体系，包括但不限于产品知识、行业知识、系统工具、业务流程、沟通技巧及案例处理等模块 输出并迭代培训材料，包括课件、SOP、知识手册、题库、考试、演练脚本及复盘资料 组织开展线上及线下培训、workshop、分享会、带教辅导及阶段性考核 与业务团队、TL、跨部门协作，识别一线团队常见能力短板，制定针对性的培训方案 跟踪培训效果，结合考试结果、业务表现、质检反馈及学员反馈持续优化培训内容 参与新人培养路径、认证机制及在岗能力提升项目建设 沉淀优秀案例、常见问题及最佳实践，推动知识标准化与可复制化 支持团队在产品更新、流程变更或重点项目上线时完成专项培训宣导与落地 在必要时参与一线业务观察、陪练或case复盘，确保培训与实际业务场景高度一致 任职要求 本科及以上学历 2年以上培训、学习发展、销售培训、客服培训、运营培训或相关岗位经验 具备优秀的表达呈现能力，能够独立完成授课、引导讨论和现场控场 学习能力强，能快速理解新产品、新流程及跨部门协作机制 具备良好的沟通协调能力，能够高效联动业务负责人、团队管理者及相关支持团队 结果导向，能够通过培训效果、业务指标改善或员工成长结果体现工作价值 熟练使用办公软件及常见协作工具，能够独立完成课件、文档及培训资料制作 具备较强的责任心、执行力与细节意识，适应快节奏工作环境 优先考虑 有金融科技、支付、跨境电商、B2B SaaS、客户服务或销售团队培训经验者优先 有从0到1搭建培训体系或新人培养项目经验者优先 熟悉 Salesforce、知识库或内部培训平台者优先 具备中英文双语培训或中英文材料输出能力者优先 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.