Jr Customer Success Manager

Wise•Austin, TX

3d•$59,000 - $65,500•Hybrid

About The Position

We’re looking for a Junior Customer Success Manager to join our fast-growing Wise Platform squad in Austin. Your job will be to manage a portfolio of partners and provide them with best-in-class support so they have a delightful experience working with Wise Platform. This is not a standard customer success role. We are looking for a Junior CSM who is an effective communicator and a speedy learner, capable of picking up new knowledge quickly to be effective within their squad. You will manage complex escalations, troubleshoot technical issues with internal operational teams, and unblock problems for our partners.

Requirements

Experience in customer success, account management, or operational roles, ideally supporting partners/clients in payments, fintech, or financial services
Experience managing B2B operational relationships with external partners or enterprise clients
Data-driven mindset — comfortable working with operational data, identifying trends, and using insights to drive decisions
Project management skills — able to lead improvement initiatives end-to-end, engaging cross-functional teams and holding stakeholders accountable
Technical fluency — you understand APIs, webhooks, and integrations at a conceptual level; you don't need to code, but you're comfortable discussing technical topics with partners and engineers
Strong communicator — able to explain complex operational or technical topics clearly, in both Portuguese and English
Autonomous and proactive — you take ownership, act without being told, and thrive in environments where you have to build your own structure

Nice To Haves

Have experience with Brazil's payment ecosystem and/or are familiar with regulatory frameworks (AML, KYC, BACEN regulations) affecting financial services in Brazil
Have worked with Tier 1 or Tier 2 banks or large fintechs in Brazil or LatAm
Have experience with card issuance products (Cards API, MCA, BIN management)
Have used Looker, SQL, or similar tools for operational analysis
Understand how API-based payment integrations work end-to-end

Responsibilities

Own and Nurture Partner Relationships: Act as the first point of contact for a portfolio of mid-market partners, ensuring they receive maximum value from the Wise Platform solution.
Drive Independent Operational Ownership: Manage the transition from implementation to an ongoing relationship management, helping ensure partners are utilizing Wise effectively.
Be the First Line of Support: Manage problematic payments and triage cases to internal teams to ensure timely resolution.
Leverage Data for Growth: Analyze data for your assigned portfolio to identify operational improvements and deliver clear presentations to external stakeholders.
Support Strategic Initiatives: Deliver Quarterly Business Reviews (QBRs) and operational success plans, acting as the "voice of the customer" to provide feedback to Wise product teams.
Manage Incidents: Analyze incidents, execute partner communications when needed, and follow through on postmortem actions.