Associate Director, Self-Serve Growth, EMEA

Airwallex; Greater London; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading global fintech in the UK is looking for a seasoned professional to drive growth and retention within the Self-Serve segment. This role involves leading a team of Customer Success Managers to optimize engagement strategies. The ideal candidate will have over 8 years of experience in commercial leadership, with strong analytical and communication skills. You will contribute significantly to revenue growth and customer satisfaction while working in a dynamic, fast-paced environment.

Benefits

Competitive salary

Equity opportunities

Collaborative office environment

Regular team-building events

Qualifications

• 8+ years of work experience in commercial leadership roles or strategy consulting.
• Experience in managing customer success teams and developing junior staff.
• Ability to work in ambiguity within a fast-paced environment.

Responsibilities

• Drive revenue growth by optimizing go-to-market strategies for Self-serve segment.
• Lead a team of Customer Success Managers to enhance customer engagement.
• Utilize data-driven insights to build growth functions and improve customer experience.

Skills

Commercial strategy development

Customer success management

Analytical thinking

Collaboration

Communication skills

Job description

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 150,000 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 1,800 of the brightest and most innovative people in tech across 26 offices around the globe. Valued at US$6.2 billion and backed by world-leading investors including Visa, Airtree, Blackbird, Sequoia, DST Global, Greenoaks, Salesforce Ventures, Lone Pine, and Square Peg, 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. 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 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 functions and cultures
• You have the ability to simplify & communicate some of the most complex problems to stakeholders at all levels of the business

What You Have...

• 8+ years of work experience, ideally in commercial leadership roles, a start‑up environment and/or top‑tier strategy consulting
• Strong record in managing customer success and/or lifecycle marketing teams, coaching junior team members to rapidly develop their commercial skills and strategic acumen
• Strong analytical skills, able to effectively deliver in hypothesis and experiment based growing functions
• Excellent written and verbal communication and presentation skills
• Fintech, financial services or technology experience in a high‑growth environment is advantageous

At Airwallex you’ll have the ability to make an impact in a rapidly growing, global fintech. We want you to share in our success, which is why you’ll be offered a competitive salary plus valuable equity within Airwallex. We also like to ensure we create the best environment for our people by providing a collaborative open office space with a fully stocked kitchen with a 3 days in the office requirement. We organise regular team‑building events and we give our people the freedom to be creative.

Applicant Safety Policy: Fraud and Third-Party Recruiters

To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com email address. Please apply only through careers.airwallex.com or our official LinkedIn page.

Equal opportunity

Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.