Customer Success Manager, Enterprise
SG - Singapore · Full-time · Onsite · Posted Sep 23, 2026
At a glance
- Employment
- Full-time
- Workplace
- Onsite
- Location
- SG - Singapore
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.
About the role
- You will join the POS team as a Customer Success Manager, Enterprise, acting as the day-to-day partner for connected merchants and POS platforms throughout the POS lifecycle.
- The role combines customer relationship management with practical payments operations and technical troubleshooting to help merchants go live smoothly and operate with confidence.
- This position 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.
Requirements
- 2 to 4 years of experience at a large payment service provider, payments processor, fintech or payment technology company, ideally in POS provisioning, merchant operations, implementation, technical support, customer success or technical account management.
- Hands-on experience supporting POS terminals, payment acceptance, merchant onboarding or connected-account operations.
- Working knowledge of KYC and KYB processes, payment enablement and merchant compliance workflows.
- Practical experience with POS terminal provisioning or lifecycle management, including activation, assignment, replacement, deactivation or related operational processes.
- Ability to troubleshoot technical issues methodically and communicate clearly with both technical and non-technical stakeholders.
- Strong written and verbal communication skills in English, with the ability to manage multiple merchant and platform stakeholders.
- Excellent attention to detail, organisation and follow-through.
- Comfort working in a fast-paced, cross-functional environment with evolving processes and priorities.
Preferred qualifications
- Experience at a PSP such as Adyen, Stripe, Checkout.com, Worldpay, Fiserv, Global Payments, Nuvei or a similar provider.
- Experience supporting POS platforms, restaurant technology, retail systems, marketplaces, SaaS platforms or other connected-merchant models.
- Familiarity with payment APIs, SDKs, webhooks, payment intents, terminal IDs, activation codes and transaction troubleshooting.
- Basic understanding of card-present payments, authorisation, capture, refunds, disputes, payment failures and reconciliation.
- Experience with tools such as Salesforce, Jira, Zendesk, Looker, Postman or similar operational and technical platforms.
- Experience creating standard operating procedures, dashboards, implementation playbooks or internal training materials.
- Mandarin or another Southeast Asian language is a plus.
Workplace
- The role is based in Singapore.
Skills
- APIs
- Webhooks
- Salesforce
- Jira
- Zendesk
- Looker
- Postman
- SDKs
