Associate Director, Self-Serve , EMEA

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 2,000 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.

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. 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.

About the Role:

Airwallex is revolutionizing global banking, and the EMEA Self‑Serve team is key to driving growth and retention of our growing long tail of customers. As the regional owner of the Self‑Serve book, you will own the long tail customers and lead a team to identify and deliver high‑impact growth initiatives for both automated and human centric engagement.

Success in this role means that the EMEA self‑serve book is able to deliver against its commercial growth ambition in the current fiscal year and we are building the scalable, data and AI centric motions to deliver sustainable growth for the future. You will work as part of a lean, data‑driven, highly cross‑functional world‑class team. This role is a key collaboration point with our Global Growth (PLG) team, as well as working in tandem within regional and global functions - including Sales, Revenue Strategy & Operations, Marketing, Product.

What You'll Do...

• Drive in-year revenue growth by optimising the go-to-market strategy for our Self‑serve segment (i.e. the long tail of EMEA customers who do not have dedicated Account Management), defining and executing both new customer (in collaboration with regional Marketing) and existing customer strategies (retention and nurture) - across Airwallex products and geographies
• Lead a team of Customer Success Managers to deliver personalized 1:1 and 1:few customer engagements, coaching CSMs on customer management and selling techniques to improve core metrics across NPS, retention, cross sell and upsell.
• Build a scalable, insight driven Self Serve Growth function, utilizing existing and new tools (including trialling AI tools) to launch a go-to-market experiment program, e.g., trialling upsell campaigns to elevate EMEA awx customer experience and drive long‑term commercial growth
• Advocate for the ‘voice of the customer’, ensuring customer centric strategies to improve customer experience, retention and to drive broad product adoption.
• Collaborate with Global Growth, Marketing and Product teams to help shape the future of the AWX EMEA customer journey

What You Bring...

• You’re a strategic commercial thinker, both analytical and customer centric in your approach to developing and implementing growth strategies
• You have a bias for action and are ready to roll up your sleeves to deliver tangible outcomes
• You aren’t afraid to work in ambiguity in a fast‑paced startup environment
• You enjoy working collaboratively with people across…