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Manager, Account Management, SME & Growth, France

Airwallex· SME & Growth Business
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Hybrid (FR - Paris)Full-timePosted 4w ago

About the role

Leading and developing a team of four Account Managers to retain, support and expand Airwallex’s French customer base; hands-on player-coach role owning post-sale operating model across Onboard, Adopt, Prove Value and Expand, while handling strategic accounts and escalations.

Responsibilities

  • 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.
  • 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.
  • Build a repeatable, customer-led expansion motion across accounts, payments, FX, cards, Spend, payouts and related products.
  • 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.
  • 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.
  • 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 communication.
  • Influence internal teams to find workable solutions without bypassing controls or making unsupported commitments.

Qualifications

  • 5+ years in Account Management, Customer Success, Sales, Expansion or a 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 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.

Skills

Required:Account ManagementLeadership / People ManagementStrategic PlanningFrench (Fluent)Customer Health / Metrics (NRR, GRR)
Last updated Oct 7, 2026. Interested? Apply on the company site.
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About Airwallex

Trusted Global Payments & Financial Platform

Grow your business faster with Airwallex - global business accounts, high speed transfers, multi-currency cards, online payments, embedded finance, and more.

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