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Airwallex is an AI-native financial operating system serving over 675,000 businesses globally, including McLaren Racing, Qantas, SHEIN, and TikTok. The company provides regulated financial infrastructure for global payments and commerce across North America, Europe, the Middle East, and Asia-Pacific, with 2,300+ employees across 27 offices.
In this role, you will own the first 90 days of the customer journey for new French SME customers, driving them to their target activity level through clear onboarding plans, hands-on product configuration, and rapid blocker removal. You'll work closely with Account Executives, Account Managers, KYC, Support, Risk, and Product teams across a diverse portfolio of customers with varying complexity levels.
Key responsibilities include:
- Taking ownership of each customer from first KYC approval with defined milestones, owners, and revenue targets
- Adapting onboarding approach based on deal size (scaled motion for smaller deals, high-touch for larger ones)
- Guiding customers through account setup, payments, FX, cards, Spend, and payouts configuration
- Removing blockers by coordinating across KYC, Support, Risk, and Product teams
- Handing customers to Account Managers at day 90 with documented status and adoption metrics
- Reducing time between KYC approval and first live transaction
- Ensuring customers reach revenue targets and identifying at-risk onboardings early
- Managing proactive, scaled motions for partner-referred customers
- Contributing to onboarding playbooks and process improvements
- Maintaining accurate Salesforce records and onboarding tracking
You'll work from the Paris office a minimum of three days per week.
REQUIREMENTS:
Essentials:
- Experience in onboarding, implementation, customer success, or comparable post-sale delivery role
- Proven ability to work in high-pace, high-volume environments, managing multiple parallel onboardings while maintaining quality and deadlines
- Hands-on product configuration experience with customers
- Strong understanding of financial flows (payments, FX, payouts, cards, invoicing, reconciliation) with ability to speak credibly to Finance and Operations teams
- Track record measured on customer outcomes (activation, usage, time-to-live) rather than activity metrics
- Fluency in French and professional English
- Ability to learn complex products quickly, explain them simply, and work across teams without direct authority
- Proactive, resilient, and hands-on working style
Preferred:
- Experience in fintech, payments, banking, FX, or spend management
- Accounting or finance knowledge
- Experience with partner-referred customers
- Familiarity with Salesforce and usage data analysis
