Manager, Account Management, SME & Growth

Airwallex • New York, NY

16d • $240,000 - $300,000 • Onsite

About The Position

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 or San Francisco.

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, develop and coach a high-performing team of Account Managers, including hiring, onboarding and ongoing performance management.
• Set and manage clear KPIs, operating rhythms and accountability (QBRs/MBRs, pipeline and forecast reviews, 1:1s).
• Own commercial outcomes for your portfolio, driving revenue growth through cross-sell, upsell and expansion while managing retention, churn and key commercial negotiations.
• Define and execute the account management strategy in partnership with regional and global leadership.
• Act as executive sponsor for strategic customers, maintaining senior stakeholder relationships and guiding them from onboarding through to scale.
• Run structured executive reviews (QBRs/MBRs) with data-driven insights and clear action plans.
• Ensure a consistent, high-quality customer experience by partnering closely with cross-functional teams to resolve issues and improve processes.
• Use data and customer feedback to identify patterns, surface product gaps and influence Product and Engineering priorities.
• Own portfolio forecasting and reporting on revenue, pipeline, risk and customer health, contributing to territory planning and coverage models as we scale.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed