CSM (Hunting)

Overview

You run outbound campaigns to existing Airwallex customers to expand their usage of the platform. You're calling CFOs and finance teams at businesses already using Airwallex for one product (like global accounts) to pitch them on adding more products (payables, receivables, expense management, embedded finance APIs). You're measured on expansion revenue, not retention or support metrics.

Role Snapshot

Company Context

Stage: Late-stage/Pre-IPO fintech (2,300 employees, 200K+ customers)

Size: 2,303 employees

Growth: Actively hiring across CS team, expanding into embedded finance

Market Position: Challenger in crowded B2B payments space (competing with Stripe, Wise, traditional banks)

GTM Reality

Pipeline Sources:

• 100% Self-sourced from existing customer base - you're given a list of accounts and told to find expansion opportunities
• No inbound leads - customers aren't raising their hands asking for more products
• You identify usage patterns, under-utilized features, or product gaps through data analysis and outreach

SDR/AE Structure: No SDR support - you do your own prospecting within assigned accounts

SE Support: Likely shared pool of SEs for technical demos, but you run most discovery calls solo

Competitive Landscape

Main Competitors: Stripe Treasury, Wise Business, Payoneer, traditional banks with global payment rails

How They Differentiate: Multi-product platform play (not just payments), embedded finance APIs for platforms/marketplaces, competitive FX rates

Common Objections: "We're already using Stripe/Wise", "Our current setup works fine", "We're not ready to switch", "Too complex to integrate another product"

Win Themes: Consolidation (replace 3-4 vendors), FX savings on cross-border payments, white-label capabilities for platforms

What You'll Actually Do

Time Breakdown

Outbound Prospecting (40%) | Active Expansion Deals (35%) | Account Research & Internal (25%)

Key Activities

• Cold calling existing customers: 30-40 calls per day to finance/ops teams at companies already on Airwallex. Most calls go to voicemail. You're trying to book discovery calls to understand their current payment stack and find gaps.
• Email and LinkedIn sequences: Multi-touch campaigns to dormant accounts or users who haven't adopted additional products. You're A/B testing messages about FX savings, automation, or new product launches.
• Discovery calls with finance teams: 45-minute calls to understand their current payment workflows, pain points with other vendors, and where Airwallex could add value. You're qualifying for budget and timeline.
• Presenting business cases: Building ROI models showing FX savings or time saved vs. their current setup. You're navigating procurement processes even though they're already customers.

The Honest Reality

What's Hard

• Many customers adopted Airwallex for one specific use case and aren't interested in expanding—you get a lot of "we're good" responses
• You're competing with inertia—even if your product is better, switching costs and change management make deals stall
• Finance teams are conservative and slow-moving. Decision cycles drag because they need to involve multiple stakeholders (Treasury, IT, Legal)
• Your success depends on product adoption metrics you don't control—if their onboarding was rocky, expansion is harder
• Hitting quota requires consistent pipeline generation since you're building from scratch with cold outreach

What Success Looks Like

• Booking 8-10 qualified expansion discovery calls per week
• Closing 2-3 expansion deals per quarter at $15K-30K each
• Maintaining accurate forecasting in CRM—pipeline hygiene matters for team planning
• Identifying high-potential accounts early (e.g., fast-growing startups, platforms adding embedded finance)

Who You're Selling To

Primary Buyers:

• CFOs and Finance Directors at SMBs and mid-market companies (100-1000 employees)
• Heads of Operations or Treasury at platforms/marketplaces
• Product Managers at companies building embedded finance features

What They Care About:

• Cost savings on FX fees and cross-border transactions
• Reducing vendor sprawl (consolidating payment tools)
• Automation and API integrations to reduce manual work
• Compliance and regulatory coverage in new markets
• White-label capabilities if they're a platform

Requirements

• 2-4 years in CSM, account management, or expansion sales role
• Comfortable with high-volume outbound calling and emails (this isn't a relationship-nurturing CSM role)
• Understanding of B2B payments, FX, or fintech products (can explain payment rails, APIs, multi-currency accounts)
• Experience selling additional products/modules to existing customers
• Ability to build basic ROI business cases and present to finance buyers
• CRM hygiene and pipeline management discipline