Manager, Account Management, SME & Growth, France

The role

You will lead and develop a team of four Account Managers responsible for retaining, supporting and expanding the French customer base. You will own the post-sale operating model including onboarding, adoption, value realisation and expansion.

What you will do

• Lead and develop a team of four Account Managers
• Own the team's post-sale operating model across onboarding, adoption, value realisation and expansion
• Stay involved in strategic accounts, customer escalations, onboarding quality and growth opportunities
• Build practical playbooks, portfolio coverage models and operating cadences
• Improve visibility and predictability across onboarding, product adoption, customer health, expansion pipeline and retention
• Drive a repeatable, customer-led expansion motion
• Orchestrate complex level 2 customer issues with Support, KYC, Risk, Product and Operations
• Partner with Sales, Onboarding, Support, KYC, Risk, Product and Operations

Required qualifications

• 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

Nice to have

• Experience in payments, fintech, banking, FX, cards, spend management or financial infrastructure
• Experience with KYC, AML, Risk, Compliance or regulated customer operations
• Experience managing strategic or multi-entity customers across France and international markets
• Experience in pre-sales, onboarding design or solution development
• Experience in Travel, E-commerce, SaaS, Technology or Professional Services

About the company

Airwallex is the AI-native financial operating system for a real-time, intelligent economy. It provides financial infrastructure for over 675,000 businesses globally.