Manager, Account Management, SME & Growth

Airwallex•New York, NY

About The Position

The SME & Growth Business team at Airwallex is a passionate group of collaborators and business champions dedicated to empowering small and medium-sized enterprises (SMEs) to thrive in the global economy. We combine deep financial expertise with a growth mindset, working closely with our clients to understand their unique needs and develop tailored solutions that streamline cross-border payments and unlock new revenue streams. As a team, we are driven by a desire to make a positive impact and are constantly innovating to find new ways to support the success of our SME customers The Manager, Account Management role is a key leadership position as we continue to scale our commercial organisation globally. You will lead a team of Account Managers who own some of our most important customer relationships, driving growth, retention and NPS across a defined portfolio. You will act as a player‑coach: setting clear strategy and standards for the team while directly partnering with a small number of high‑value customers yourself. You’ll work cross‑functionally with Sales, Product, Solutions Engineering, Marketing, Finance and Operations to deliver exceptional outcomes for our customers and for Airwallex. This role is based in New York.

Requirements

4+ years in account management, including: Managing complex, multi‑stakeholder accounts (ideally in payments, fintech, SaaS or B2B tech).
Proven track record of hitting or exceeding revenue and retention targets.
People leadership: 2+ years leading and developing Account Managers or similar commercial roles, ideally in a fast‑growing or scale‑up environment.
Commercial acumen. Comfortable owning negotiations, renewals, commercial structures and executive‑level conversations.
Strategic and analytical mindset. Strong ability to analyse customer data, market trends and product usage to identify growth opportunities, prioritise accounts, and develop structured account strategies.
Project and stakeholder management. Demonstrated ability to orchestrate complex projects across technical and non‑technical stakeholders, both internally and externally.

Nice To Haves

Domain knowledge. Experience in payments, FX, card issuing, treasury or financial platforms is strongly preferred; other B2B software backgrounds are also considered.
Tools. Familiarity with CRM (e.g. Salesforce), account planning, forecasting and reporting tools.

Responsibilities

Lead and develop a high‑performing team; hire, onboard, coach and develop a team of Account Managers across your segment/region
Set clear performance expectations, KPIs and operating rhythms (QBRs/MBRs, pipeline reviews, forecast, 1:1s).
Provide regular feedback, mentoring and support to help the team grow in both commercial and technical capability.
Own commercial outcomes for your book of business
Define and execute the account management strategy for your portfolio, in partnership with regional and global leadership.
Drive revenue growth through cross‑sell, upsell and expansion across our full product suite.
Own retention and churn metrics; proactively identify risk, build mitigation plans and lead commercial negotiations where required.
Act as executive sponsor for strategic customers
Maintain direct relationships with key decision‑makers and influencers (C‑suite, Finance, Product, Ops).
Guide customers from onboarding through to scale, ensuring they realise the full value of Airwallex.
Run structured QBRs/MBRs and executive updates, bringing data‑driven insights and clear action plans.
Drive operational excellence and customer experience
Ensure your team delivers a consistent, high‑quality experience across all accounts.
Partner closely with Onboarding, Customer Enablement, Support, Risk, Compliance and Operations to resolve complex issues and improve processes.
Use data to spot patterns across accounts, surface product gaps and prioritise improvements with Product and Engineering.
Shape strategy, reporting and forecasting
Own forecasting for your portfolio, including revenue, pipeline and risk.
Report performance against targets and key customer health metrics to leadership.
Contribute to territory planning, segmentation and coverage models as we scale.