Customer Success Manager, Enterprise

About Airwallex Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full. About the team You’ll join the POS team, which helps merchants and software platforms accept in-person payments through Airwallex terminals and connected POS systems. We work across commercial, risk, operations, solutions engineering, product and engineering teams to make POS launches reliable and scalable across Southeast Asia. The team is customer-focused, technically minded and hands-on, with opportunities to take ownership early and grow through exposure to complex payment and platform challenges. What you'll do As a POS CSM, you will be the day-to-day partner for connected merchants and POS platforms throughout the POS lifecycle, from KYC and KYB onboarding through terminal provisioning, implementation, launch and ongoing support. You will combine customer relationship management with practical payments operations and technical troubleshooting to help merchants go live smoothly and operate with confidence. This role is based in Singapore. Responsibilities: Support connected merchants through KYC and KYB onboarding, payment enablement and information requests, working with Risk and Operations teams to resolve blockers and keep launches on track. Explain onboarding requirements clearly and coordinate the collection of accurate business, ownership, store and location information. Act as the primary day-to-day contact for merchants and POS platforms, managing operational queries, implementation milestones, testing and go-live readiness. Coordinate the POS terminal lifecycle, including registration, assignment, activation, pairing, deployment, replacement, deactivation and termination. Ensure terminals are linked to the correct connected account, merchant location and POS environment, while maintaining accurate records across internal and customer systems. Provide first-line technical support for the Airwallex POS platform, including terminal configuration, connectivity, payment flows, POS integrations, APIs and webhooks. Investigate and troubleshoot terminal, POS application, integration and payment issues by gathering relevant logs, transaction IDs, device details and API responses. Distinguish between merchant configuration, POS platform, hardware, connectivity and Airwallex product issues, escalating appropriately to Product, Engineering, Solutions Engineering, Risk or Operations. Support merchants using standalone and cloud-connected POS modes, helping them understand the relevant setup and operational requirements. Track onboarding progress, terminal status, activation, transaction readiness and support trends to identify risks and improve merchant outcomes. Create and maintain troubleshooting guides, standard operating procedures and implementation playbooks to improve support quality and scale operations. Capture recurring merchant and platform feedback and translate it into actionable recommendations for Product and Engineering. Partner with Sales and Account Management on post-launch engagement, customer retention, product adoption and expansion opportunities. Who