Manager, Account Management, SME & Growth, France

Airwallex is the AI-native financial operating system for a real-time intelligent economy. More than 676000 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. Were 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.

Were co-headquartered in San Francisco and Singapore with more than 2300 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.

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 Airwallexs French customer base.

This is a highly hands-on player-coach role. You will own the teams 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.

• 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.

• 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.

• 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 valuenot 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.

• 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.

• 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.

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 612 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.

• 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 38.

• 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.

• 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.

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.

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 @ email address. Please apply only through 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.

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 dont 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.

Required Experience:

Manager