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About the Role

As a Customer Success Manager, you will own the operational strategy and execution for a portfolio of high-value banking and fintech partners, ensuring their ongoing success and driving continuous improvement in how we deliver payment solutions. You will be owning Wise Platform partner volume retention and operational performance, working closely with the Account Management team and Wise operational teams to ensure Wise Platform Partners receive the most value from our product, operationally stable and ready to grow. You will also work with other functions, including product management, tech, legal, compliance, implementation and business development.

Responsibilities

Own volume retention, operational performance and relationships with Enterprise platform partners.
Lead on the operational initiatives with Wise teams to unblock growth opportunities.
Drive operational performance analysis and work towards improving the straightforward processing of partners.
Address operational concerns on the partnership and be the partner's operational owner.
Manage stakeholders and conduct business review meetings.
Provide solutions to partners looking to improve their operational state and support them through execution.
Unblock operational obstacles to growth.
Partner with Account Managers to drive retention targets by improving transfer success, reducing defects, lowering contact and RFI rates, and enhancing overall partnership scalability.
Use data insights to track performance, proactively address risks, and implement initiatives that improve key retention metrics.
Own operational success plans, business reviews and data analysis with partners to maximize value.
Analyze operational performance and drive strategic operational improvements with partners.
Keep partners and internal teams accountable to follow timelines on the plan.
Identify areas for improvement and lead cross-functional initiatives to optimize operational processes.
Align plans with key performance metrics to drive growth, improve partner outcomes, and ensure long-term success.
Present data analysis and progress updates on a regular basis to the partner.
Lead incident response and communication, acting as the liaison between partners and internal teams during service disruptions.
Provide clear, timely updates during service disruptions.
Advocate for partner needs by providing feedback to internal teams and influencing product roadmaps.
Ensure the platform evolves to meet the complex needs of enterprise banking and fintech clients.
Optimize internal and external processes using data-driven insights to identify recurring challenges and implement solutions that scale operations and improve partner experiences.
Develop trusted relationships with senior stakeholders at partner organizations.
Ensure alignment on operational goals and foster long-term, strategic collaboration.
Influence partners to implement endpoints & webhooks to help automate internal & partner’s support operational teams by sending data via API.
Analyze the quality of servicing provided to partners and their customers.
Get feedback from partners and review how internal procedures and SLAs help partners and their end-users get the most efficient service from Wise.
Identify and raise key improvement areas.

Requirements

At least 5 years in Fintech/Banking and experience working with enterprise banking clients or large companies in the payments or financial services industry.
Have driven projects to improve customer experience and achieve tangible measurable results.
Deep operational expertise in cross-border payments, including knowledge of payment rails (ACH, wire, RTP), reconciliation processes, and knowledge of the technical implementation of API-based solutions.
Data-driven decision-maker with the ability to collect, analyze, and interpret large datasets to prioritize operational improvements and measure success.
Strong stakeholder management skills with experience influencing C-level executives and working cross-functionally with internal teams (e.g., Product, Compliance, and Engineering) to deliver outcomes.
Experience unblocking solutions with product and engineering teams.
Technical fluency – understand APIs, webhooks, and system integrations.
Comfortable discussing technical solutions with partners.
Exceptional communication skills – ability to explain complex technical and operational concepts clearly to both technical and non-technical audiences.
Autonomous and adaptable – comfortable working independently in a fast-paced, evolving environment while managing multiple priorities effectively.

Skills

Cross-border payments
Payment rails (ACH, wire, RTP)
Reconciliation processes
API-based solutions
Data analysis
Stakeholder management
Influencing C-level executives
Cross-functional collaboration
Product management
Compliance
Engineering
APIs
Webhooks
System integrations
Technical communication
Operational strategy
Operational execution
Payment solutions
Volume retention
Operational performance
Incident response
Process optimization

Location

Austin, Texas

Work Type

Hybrid

Experience Level

5+ years

Salary/Compensations

USD 72000 - USD 98000

About the Company

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.
Wise is on a mission to make people's and businesses' lives easier and save them money when sending money internationally, spending abroad, or making and receiving international payments.
We are creating an entirely new network for the world's money.
We are people building money without borders — without judgement or prejudice.
We believe teams are strongest when they are diverse, equitable and inclusive.
We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

Equal Opportunity

We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.
We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.