(Associate) Director, Account Management

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 200,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,200 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$8 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. WHAT YOU'LL DO As the Head of Account Management, you will be the strategic architect of our post-sale growth engine. Leading a department of 25+ professionals through a layer of four direct managers, you will define the GTM strategy for product adoption across our existing customer base. You aren't just managing accounts; you are building the systems, culture, and leadership bench that will deliver exceptional commercial outcomes and scale our SME & Growth segment. This role is based in Sydney. RESPONSIBILITIES: - Leadership of Leaders: Lead, coach, and scale a high-performing organisation of 20+ Account Managers and CSMs by directly managing and developing four Team Leads/Managers. - Develop and execute the GTM strategy to drive product adoption, revenue growth, and customer retention within the SME & Growth segment. - Build and maintain strong relationships with key clients, serving as a trusted advisor and ensuring Airwallex solutions deliver transformational value. - Collaborate cross-functionally with Product, Engineering, Marketing, and Revenue Operations to translate customer needs into product improvements and GTM initiatives. - Set and report on team goals focused on revenue, product penetration, and customer satisfaction; track KPIs and implement training programs to enhance performance. - Anticipate and resolve client issues, mitigate risks to satisfaction and retention, and act as the escalation point for complex challenges. - Champion Airwallex’s operating principles and values, acting as a role model and culture carrier across the business. WHO YOU ARE We're looking for people who meet the minimum requirements for this role. The preferred qualifications are great to have, but are not mandatory. MINIMUM QUALIFICATIONS: - 12+ years of sales or account management experience, with at least 8 years in leadership roles, ideally in fintech, payments, consulting, or investment banking. - Proven track record of building and leading high-performing teams to achieve ambitious commercial targets in a high-growth environment. - Highly analytical, with the ability to drive strategic planning, evaluate data, and make informed decisions. - Deep understanding of the fintech and payments ecosystem, including re