Manager, Account Management, SME & Growth, CN
At a glance
Manager-level Account Management role at Airwallex. Shanghai · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Lead and coach account managers or customer success managers, building their skills and holding the team accountable
- Put the go-to-market plan into action to grow product use, account revenue and retention among SME and growth customers
- Step into senior-level customer escalations and strengthen relationships with key client stakeholders
- Set team and individual goals, review pipeline and performance data, then coach people on how to improve
- Spot potential churn early and coordinate with product, engineering, marketing and revenue operations on customer feedback and process improvements
What you bring
- At least six years in account management, customer success or sales, including three or more years leading a team
- A record of guiding customer-facing commercial teams to revenue and retention goals
- You can use data to set priorities, make pipeline calls and coach performance
- You understand fintech, cross-border payments or digital commerce, and have managed account plans, customer portfolios and adoption programs
- A bachelor’s degree or equivalent practical experience, plus strong communication, negotiation and stakeholder skills
Who this fits
This manager role suits someone who has led frontline account management or customer success teams and can balance revenue growth with customer retention. The role is based in Shenzhen or Shanghai and leads individual contributors.
From the employer
About Airwallex
Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 675,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own.
We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific.
We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full.
About the team
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
What you’ll do
As the Manager, Account Management, SME & Growth, CN, you will be the front-line execution leader of our post-sale growth engine. Leading a high-performing team of Individual Contributors (Account Managers or Customer Success Managers), you will execute the GTM strategy to drive product adoption, upsell/cross-sell, and long-term customer retention across our SME & Growth segment. You aren't just managing day-to-day account operations; you are coaching talent, optimizing account management playbooks, and driving revenue performance to scale our business in China.
This role is based in Shenzhen or Shanghai.
Responsibilities:
People Leadership & Coaching: Directly lead, mentor, and scale a team of Account Managers or CSMs; foster a culture of high performance, continuous learning, and accountability.
Strategy Execution & Revenue Growth: Operationalize the GTM strategy to maximize product adoption, expansion revenue (upsell/cross-sell), and customer retention within the SME & Growth customer portfolio.
Client Engagement & Relationship Management: Act as an executive escalation point for key customer accounts, building trust with key client stakeholders to ensure Airwallex solutions deliver continuous value.
Cross-Functional Collaboration: Partner closely with Product, Engineering, Marketing, and Revenue Operations to channel customer feedback into product enhancements and streamline customer-facing processes.
Performance & KPI Management: Set team and individual targets around revenue, product penetration, and customer satisfaction; track KPIs, conduct pipeline reviews, and implement tactical coaching to elevate team performance.
Risk Mitigation & Issue Resolution: Proactively identify churn risks, handle complex customer escalations, and develop effective mitigation strategies.
Culture & Values: Champion Airwallex’s operating principles and values, acting as a cultural advocate and role model for the team.
Who you are
We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory.
Minimum qualifications:
6+ years of experience in Account Management, Customer Success, or Sales, with at least 3 years in team management or direct line leadership, ideally in Fintech, SaaS, Payments, or Tech platforms.
Proven track record of leading front-line commercial/AM teams to achieve revenue and retention targets in a fast-paced environment.
Strong analytical and problem-solving skills, with experience using data to guide team priorities, pipeline decisions, and performance coaching.
Solid understanding of the fintech, cross-border payments, or digital commerce ecosystem.
Excellent communication, negotiation, and stakeholder management skills, with the ability to engage mid-to-senior level decision-makers.
Hands-on experience in account planning, portfolio management, and executing adoption playbooks.
Bachelor’s degree or equivalent practical experience.
Preferred qualifications:
Experience scaling teams in high-growth technology environments or cross-border trade/Fintech platforms.
Proficiency with CRM and reporting tools (e.g., Salesforce, Looker, SQL).
Familiarity with API-based payment products or complex SaaS solutions.
Applicant Safety Policy: Fraud and Third-Party Recruiters
To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.
Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.
Equal opportunity
Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.
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