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Airwallex is a unified payments and financial platform serving over 250,000 businesses globally, including Brex, Navan, and Qantas. The company is valued at $11 billion and backed by leading investors including Sequoia, Visa, and Mastercard.
You will lead and develop a team of four Account Managers responsible for retaining, supporting, and expanding Airwallex's French customer base. This is a hands-on player-coach role where you own the team's post-sale operating model across onboarding, adoption, value demonstration, and expansion, while remaining directly involved in strategic accounts, escalations, and growth opportunities.
Key responsibilities include:
**Team Leadership & Development**: Manage four Account Managers through 1:1s, account reviews, call coaching, and development plans. Set clear standards for account planning, stakeholder coverage, CRM hygiene, and commercial execution. Build a team that operates with autonomy and consistent judgment.
**Customer Outcomes & Portfolio Strategy**: Segment the portfolio by value, complexity, risk, and expansion potential. Define appropriate coverage models—high-touch for strategic accounts, scaled motions for lower-complexity ones. Ensure priority customers have clear success outcomes, stakeholder maps, adoption plans, and expansion hypotheses. Improve leading indicators (onboarding progress, time-to-value, adoption, health coverage) and lagging outcomes (retention, GRR, NRR, satisfaction).
**Expansion & Account Growth**: Build repeatable, customer-led expansion across accounts, payments, FX, cards, spend management, and payouts. Ensure expansion is based on validated customer needs and demonstrated value. Personally support strategic renewals, upsells, and executive conversations. Partner with Sales on handovers and specialist opportunities.
**Operating System & Processes**: Create playbooks for onboarding, adoption, health, escalations, renewals, and expansion. Establish weekly reviews for risks, strategic accounts, and opportunities. Improve CRM standards, account planning, and forecasting. Build a closed-loop Voice of Customer process with Product, Operations, KYC, Risk, and Support. Convert recurring friction into process improvements.
**Complex Issue Orchestration**: Own customer-facing coordination of level 2 issues involving Support, KYC, Risk, Product, or Operations. Structure escalations with clear context, impact, ownership, and next steps. Influence internal teams to find solutions without bypassing controls.
Success metrics: Within 90 days, map portfolios, establish team cadence, and create visibility on customer and operational issues. Within 6–12 months, priority accounts have clear plans and coverage; playbooks are consistently used; leading indicators improve; GRR, NRR, satisfaction, and retention improve; recurring issues decrease; Account Managers show stronger autonomy and judgment.
**Requirements**:
- 5+ years in Account Management, Customer Success, Sales, Expansion, or 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 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 complex operational environments
- 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 judgment, ownership, and comfort with 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 sectors
