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 2,700 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.   HOW YOU'LL MAKE IMPACT Lead and develop a team of four Account Managers responsible for retaining, supporting and expanding Airwallex’s French customer base. You’ll own the team’s post-sale operating model across onboarding, adoption, value realisation and expansion, while staying directly involved in strategic accounts, customer escalations, onboarding quality and growth opportunities. - Build practical playbooks, portfolio coverage models and operating cadences that improve customer outcomes, retention, adoption and expansion across payments, FX, cards, Spend, payouts and related products. - Improve visibility and predictability across onboarding progress, time-to-value, product adoption, customer health, expansion pipeline, GRR, NRR, satisfaction and retention. - Drive a repeatable, customer-led expansion motion based on validated customer needs, business triggers and demonstrated value. - Orchestrate complex level 2 customer issues with Support, KYC, Risk, Product and Operations, turning recurring friction into process improvements rather than repeated individual escalations. - Partner with Sales, Onboarding, Support, KYC, Risk, Product and Operations to improve customer outcomes and make Airwallex easier to adopt and grow in France. Within the first 90 days, you’ll 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 six to twelve months, priority accounts should have clear plans and stakeholder coverage, the core playbooks should be consistently used, leading indicators should improve against an agreed baseline, and the four Account Managers should show stronger autonomy, commercial judgement and consistency. You'll work from our Paris office three days a week. WHAT WE'RE LOOKING FOR Essentials - 5+ years in Account Management, Customer Success, Sales, Expansion or a related B2B commercial role. - 2+ years of direct people management experience, 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 in payments, fintech, banking, FX, card