Manager, Account Management, SME & Growth, France

ABOUT AIRWALLEX Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 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 https://www.airwallex.com/en-us/operating-principles to see it in full.   THE OPPORTUNITY We are looking for a Manager, Account Management, France to lead and develop a team of four Account Managers responsible for retaining, supporting and expanding Airwallex’s French customer base. This is a highly hands-on player-coach role. You will own the team’s post-sale operating model across Onboard, Adopt, Prove Value and Expand, while remaining directly involved in strategic accounts, customer escalations, onboarding quality and expansion opportunities. You will work closely with Sales, Onboarding, Support, KYC, Risk, Product and Operations to improve customer outcomes and make Airwallex easier to adopt and grow in France. WHAT YOU’LL DO LEAD AND COACH THE TEAM - Manage and develop four Account Managers through focused 1:1s, account reviews, call coaching and development plans. - Set clear standards for account planning, stakeholder coverage, customer communication, CRM hygiene and commercial execution. - Improve individual performance through real customer situations, not activity reporting alone. - Build a team that can operate with increasing autonomy and consistent judgement. OWN CUSTOMER OUTCOMES AND PORTFOLIO STRATEGY - Segment the portfolio by customer value, complexity, risk and expansion potential. - Define the right coverage model: high-touch for strategic and high-potential accounts, more scaled motions for lower-complexity accounts. - Ensure priority customers have clear success outcomes, stakeholder maps, adoption plans and expansion hypotheses. - Improve the leading indicators of NRR: onboarding progress, time-to-value, product adoption, stakeholder coverage, customer health and expansion pipeline. - Improve the lagging outcomes: retention, GRR, NRR, satisfaction and advocacy. DRIVE EXPANSION AND ACCOUNT GROWTH - Build a repeatable, customer-led expansion motion across accounts, payments, FX, cards, Spend, payouts and related products. - Ensure expansion is based on validated customer needs, business triggers and demonstrated value—not product pitching alone. - Personally support strategic renewals, upsells, cross-sells and executive customer conversations. - Partner with Sales on handovers, pre-sales support and opportunities requiring specialist or new-business involvement. BUILD THE OPERATING SYSTEM - Create practical playbooks for onboarding, adoption, customer health, level 2 support, renewal and expansion. - Establish weekly reviews for risks, strategic accounts, escalations and expansion opportunities. - Improve visibility and predictability through clear CRM standards, account plans, health reviews and forecasting. - Build a closed-loop Voice of Customer process with Product, Operations, KYC, Risk and Support. - Turn recurring customer friction into process improvements rather than repeated individual escalations. ORCHESTRATE COMPLEX CUSTOMER ISSUES - Own the customer-facing coordination of important level 2 issues involving Support, KYC, Risk, Product or Operations. - Structure escalations with clear context, business impact, owner, next step and customer communication. - Influence internal teams to find workable solutions without bypassing controls or making unsupported commitments. This role owns customer outcomes and orchestration. It is not a support queue-management role, and it does not replace the specialised ownership of Support, KYC, Risk or Compliance. WHAT SUCCESS LOOKS LIKE Within 90 days, you have mapped the portfolios, priority accounts, risks and expansion opportunities; established the team cadence; and created visibility on the main customer and operational issues. Within 6–12 months: - priority accounts have clear plans, stakeholder coverage and next-best actions; - onboarding, adoption, escalation and expansion playbooks are consistently used; - leading indicators such as time-to-value, adoption, health coverage and expansion pipeline improve; - GRR, NRR, customer satisfaction and retention improve against an agreed baseline; - recurring customer issues are reduced through better processes and cross-functional ownership; - the four Account Managers show stronger autonomy, commercial judgement and consistency. WHO YOU ARE - 5+ years in Account Management, Customer Success, Sales, Expansion or a related B2B commercial role. - 2+ years of direct people management, ideally leading a team of 3–8. - Proven ownership of retention, renewals, expansion, adoption, customer health or comparable outcomes. - Experience working with NRR, GRR, churn, expansion, adoption, time-to-value or customer satisfaction metrics. - Experience in B2B SaaS, fintech, payments, banking, FX, spend management, ERP or another complex operational environment. - Strong customer-facing experience with Finance, Operations, Treasury, Procurement, E-commerce, founders or senior executives. - Evidence of building or improving customer processes, playbooks, account segmentation, health reviews, handovers or escalation routines. - Ability to influence Support, KYC, Risk, Product and Operations without direct authority. - Fluent French and professional English. - Strong commercial judgement, ownership and comfort working in ambiguity. PREFERRED EXPERIENCE - Payments, fintech, banking, FX, cards, spend management or financial infrastructure. - KYC, AML, Risk, Compliance or regulated customer operations. - Strategic or multi-entity customers across France and international markets. - Pre-sales, onboarding design or solution development. - Travel, E-commerce, SaaS, Technology or Professional Services. THE PROFILE WE ARE LOOKING FOR You are a hands-on manager who enjoys customer conversations, coaches through real situations and creates structure where processes are not yet mature. You combine customer empathy with commercial discipline, solve root causes rather than simply escalating issues, and turn customer insight into better team performance and repeatable growth. This is not a pure support-management role, a purely strategic Customer Success role or a passive relationship-management position. 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 http://airwallex.com email address. Please apply only through careers.airwallex.com http://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.