Description
About the Role
As the Team Lead, Account Management, SME & Growth, CN, you will lead a high-performing team of Individual Contributors (Account Managers or Customer Success Managers) to drive product adoption, upsell/cross-sell, and long-term customer retention across the SME & Growth segment.
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.
Requirements:
- Minimum 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.