Customer Success Manager, Enterprise
Core
Day-to-day partner for connected merchants and POS platforms, managing onboarding, terminal lifecycle, and technical troubleshooting to enable smooth payment operations.
Role type
Enterprise Customer Success Manager (POS)
Builds
Reliable and scalable in-person payment acceptance for merchants via Airwallex terminals and connected POS systems
Domain
Fintech / Global Payments / Point of Sale (POS)
Deliverable
client delivery
Required skills
POS terminal lifecycle management, KYC/KYB onboarding, payment enablement, technical troubleshooting, API/webhook support, stakeholder management, operational documentation
Preferred skills
Experience at major PSPs (Adyen, Stripe, etc.), restaurant/retail SaaS support, payment API/SDK familiarity, Salesforce/Jira/Zendesk proficiency, Southeast Asian languages
Technologies
Airwallex POS platform, payment APIs, webhooks, Salesforce, Jira, Zendesk, Looker, Postman
Responsibilities
Support merchants through KYC/KYB onboarding and payment enablement; coordinate terminal lifecycle (registration, activation, replacement, deactivation); provide first-line technical support for terminal configuration and payment flows; troubleshoot integration and connectivity issues; create SOPs and implementation playbooks; capture feedback for product/engineering teams; partner with sales on retention and expansion
Seniority
Mid-level, hands-on IC
