Manager, Account Management, SME & Growth, France

About Airwallex Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 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 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 communicatio