Manager, Account Management, SME & Growth, France

About the Role

We are representing a confidential fintech organization seeking a Manager, Account Management to lead a team of four Account Managers in Paris. This is a hands-on player-coach role focused on retaining, supporting, and expanding a French customer portfolio in the B2B payments and financial services space.

You will own the team's post-sale operating model while remaining directly involved in strategic accounts, customer escalations, onboarding quality, and expansion opportunities. You'll work cross-functionally with sales, support, risk, product, and operations teams to improve customer outcomes and drive measurable growth.

Responsibilities

Lead and develop the team:

• Manage and coach four Account Managers through focused one-on-ones, account reviews, call coaching, and development plans
• Set clear standards for account planning, stakeholder coverage, customer communication, CRM hygiene, and commercial execution
• Build team capability to operate with increasing autonomy and consistent judgment

Own customer outcomes and portfolio strategy:

• Segment the portfolio by customer value, complexity, risk, and expansion potential
• Define appropriate coverage models for strategic versus lower-complexity accounts
• Ensure priority customers have clear success outcomes, stakeholder maps, adoption plans, and expansion hypotheses
• Improve leading indicators including onboarding progress, time-to-value, product adoption, and customer health
• Drive lagging outcomes such as retention, gross revenue retention, net revenue retention, satisfaction, and advocacy

Drive expansion and account growth:

• Build a repeatable, customer-led expansion motion based on validated needs and demonstrated value
• Personally support strategic renewals, upsells, cross-sells, and executive customer conversations
• Partner with sales on handovers and opportunities requiring specialist involvement

Build the operating system:

• Create practical playbooks for onboarding, adoption, customer health, support escalation, renewal, and expansion
• Establish weekly reviews for risks, strategic accounts, escalations, and expansion opportunities
• Improve visibility and predictability through clear CRM standards, account plans, health reviews, and forecasting
• Build a closed-loop voice-of-customer process with product, operations, and support teams
• Turn recurring customer friction into process improvements

Orchestrate complex customer issues:

• Own customer-facing coordination of escalations involving support, compliance, risk, product, or operations
• Structure escalations with clear context, business impact, ownership, next steps, and customer communication
• Influence internal teams to find workable solutions while respecting controls and governance

What We're Looking For

Required experience and skills:

• 5+ years in Account Management, Customer Success, Sales, Expansion, or related B2B commercial role
• 2+ years of direct people management, ideally leading a team of 3–8
• Proven ownership of retention, renewals, expansion, adoption, or customer health outcomes
• Experience working with NRR, GRR, churn, expansion, adoption, time-to-value, or customer satisfaction metrics
• Background in B2B SaaS, fintech, payments, banking, FX, spend management, ERP, or another complex operational environment
• Strong customer-facing experience with Finance, Operations, Treasury, Procurement, or senior executives
• Evidence of building or improving customer processes, playbooks, account segmentation, health reviews, or escalation routines
• Ability to influence support, compliance, risk, product, and operations teams without direct authority
• Fluent French and professional English
• Strong commercial judgment, ownership mindset, and comfort working in ambiguity

Preferred background:

• Payments, fintech, banking, FX, cards, spend management, or financial infrastructure
• KYC, AML, risk, compliance, or regulated customer operations
• Strategic or multi-entity customers across France and international markets
• Pre-sales, onboarding design, or solution development
• Travel, e-commerce, SaaS, technology, or professional services sectors

What success looks like:

• Within 90 days: portfolio mapped, priority accounts identified, team cadence established, main customer and operational issues visible
• Within 6–12 months: priority accounts have clear plans and stakeholder coverage; playbooks consistently used; leading indicators improve; GRR, NRR, satisfaction, and retention improve; recurring issues reduced; team shows stronger autonomy and consistency

You are a hands-on manager who enjoys customer conversations, coaches through real situations, and creates structure where processes are not yet mature. You combine customer empathy with commercial discipline, solve root causes rather than simply escalating issues, and turn customer insight into better team performance and repeatable growth.

How We Work with You

When you apply through Get A Job.ai, our talent team will review your profile and conduct an initial screening to understand your experience and fit for the role. If we move forward together, we will submit your candidacy to our client for consideration. Please do not contact the client directly—all communication and coordination will be managed through our recruiting team to ensure a smooth and professional process.

Pay

Compensation details will be discussed during the screening process and are competitive for this role and market.

Equal Opportunity: Get A Job.ai is committed to equal employment opportunity. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other legally protected characteristics.