Account Manager, SME & Growth

About the role

You will own the end-to-end relationship with a portfolio of strategic SME customers in the EMEA region, driving product adoption, retention, and expansion. You will act as the primary point of contact, translating deep product knowledge into tailored solutions that align with customer business goals. You will leverage data and customer insights to identify new revenue opportunities and mitigate churn risk through timely interventions. You will collaborate closely with cross-functional partners including sales, product, engineering, marketing, finance, and strategy to design and execute growth initiatives. You will champion the voice of the customer within Airwallex, ensuring feedback shapes product and commercial decisions. You will run targeted outreach campaigns, discovery calls, and promotional initiatives to unlock new pipeline and usage. You will use AI and analytics to work smarter, accelerating decision-making and surfacing high-impact actions for your customers. This role offers high visibility into executive stakeholders and the chance to influence product and motion strategy at scale. If you thrive in fast-paced, ambiguous environments and want to build a long-term impact, this is your role.

Key facts

What you'll do

• Proactively engage existing customers through targeted outreach campaigns, discovery calls, and strategic growth marketing initiatives to identify new revenue opportunities and drive product-led expansion.
• Promote the advantages of the Airwallex platform, ensuring your customer base uses Collect, Manage, and Spend capabilities to their full potential while identifying signals of potential churn and designing timely retention interventions.
• Educate and drive engagement across the Growth portfolio, orchestrating lifecycle marketing campaigns that co-create triggers and offers with marketing and strategy support.
• Advocate for your customers by representing their voice internally within Airwallex, translating needs into product feedback and commercial actions.
• Leverage insights from customer support interactions and product usage data to uncover upsell and cross-sell opportunities for Airwallex products and features.
• Serve as a close point of contact for solving customer issues, coordinating closely with Customer Support and Operations teams to resolve queries efficiently.
• Build and maintain multi-stakeholder relationships, aligning with commercial, finance, and operational decision-makers to expand footprint within customer organizations.
• Own pipeline generation and conversion metrics for your book of business, setting and tracking against clear commercial growth targets.
• Partner with sales and product teams to design and test new onboarding and activation flows that improve time-to-value and long-term adoption.
• Maintain a rigorous understanding of customer health, identifying early warning signs of disengagement and escalating appropriate stakeholders for intervention.
• Collaborate with finance and strategy to model the revenue impact of expansion initiatives and prioritize actions based on ROI and strategic fit.
• Contribute to the development of motion playbooks and playbooks for upselling and cross-selling that can be scaled across EMEA and beyond.

Requirements

• 3+ years' experience in an account management, account executive or CSM role, preferably with a fast-growing tech startup or financial services business.
• Strong verbal and written communication skills in French and English.
• Demonstrated experience in building customer loyalty and driving increased product adoption with a strong track record of hitting KPIs and targets.
• A strong ability to thrive in a fast-paced, dynamic environment and manage multiple priorities with clarity and ownership.
• Comfort working with qualitative and quantitative data to derive insights and inform actions.
• A collaborative mindset that balances speed and rigor, making decisions from first principles when appropriate.
• Comfort using AI tools to streamline workflows and accelerate problem-solving without compromising accuracy or compliance.
• High ownership mindset, with an ability to "get stuff done" end-to-end and navigate ambiguity with resilience.
• Willingness to work closely with cross-functional stakeholders, aligning incentives and managing dependencies to achieve shared outcomes.
• Commitment to operating with integrity, transparency, and a customer-obsessed mindset in all interactions.

Practical notes

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