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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 on Wise Platform. Your focus will be on driving continuous improvement in payment solution delivery, ensuring partners remain operationally stable and poised for growth.

Responsibilities

• Own the operational strategy for improving partner performance and volume retention.
• Execute strategy by collaborating with Wise operational teams, product, tech, legal, compliance, implementation, and business development.
• Ensure Wise Platform Partners receive maximum value, operational stability, and readiness for growth.
• Lead operational initiatives with Wise teams to unblock growth opportunities.
• Drive operational performance analysis and smooth straightforward processing for partners.
• Address operational concerns and act as the final escalation point.
• Identify and resolve recurring friction patterns.
• Manage stakeholders and conduct business review meetings.
• Propose and support solutions to improve partners' operational state.
• Remove operational obstacles hindering partner growth.
• Partner with Account Managers to drive retention targets by improving transfer success, reducing operational issues, lowering contact rates, and enhancing scalability.
• Use data insights to track performance, proactively address risks, and implement initiatives to improve key retention metrics.
• Own operational success plans and data-driven business reviews, including Quarterly Business Reviews.
• Hold partners and internal teams accountable to timelines.
• Present data analysis and progress updates to partners.
• Own incident resolution and communication, acting as the liaison between partners and internal teams during service disruptions.
• Drive fixes that address the root cause of incidents and resolve recurring issues affecting broader operations.
• Advocate for partner needs by providing feedback to internal teams and influencing product roadmaps.
• Optimize internal and external processes using data-driven insights.
• Develop trusted relationships with senior stakeholders at partner organizations.
• Influence partners to implement endpoints and webhooks to automate support operations via API.
• Analyze the quality of servicing provided to partners and their customers.
• Identify and raise key improvement areas in procedures and SLAs.

Requirements

• At least 5+ years in Fintech/Banking.
• Experience working with enterprise banking clients or large companies in the payments or financial services industry.
• Experience driving 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 technical implementation of API-based solutions.
• Data-driven decision-maker with the ability to collect, analyze, and interpret large datasets.
• Strong stakeholder management skills with experience influencing C-level executives.
• Experience working cross-functionally with internal teams (e.g., Product, Compliance, and Engineering).
• Technical fluency with APIs, webhooks, and system integrations.
• Exceptional communication skills, able to explain complex concepts to technical and non-technical audiences.
• Autonomous and adaptable, comfortable working independently in a fast-paced environment.
• Ability to manage multiple priorities effectively.
• Provide examples of unblocking solutions with product and engineering teams by articulating data.
• Provide examples of overcoming pushback.

Skills

• Cross-border payments
• Payment rails (ACH, wire, RTP)
• Reconciliation processes
• API-based solutions
• Data analysis
• Stakeholder management
• APIs
• Webhooks
• System integrations
• Communication
• Project management

Location

• Remote

Work Type

• Full-time

Experience Level

• 5+ years

About the Company

• Wise is a global technology company building the best way to move and manage the world’s money.
• 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/receiving international payments.
• The company is creating an entirely new network for the world's money.

Equal Opportunity

• Wise is people building money without borders — without judgement or prejudice.
• Teams are strongest when they are diverse, equitable and inclusive.
• Wise has a truly international team and celebrates differences.
• Inclusive teams help live values and ensure every Wiser feels respected, empowered to contribute towards the mission and able to progress in their careers.