Senior Customer Success Manager

Wise•Austin, TX

10h•$98,000 - $138,000

About The Position

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. This role will give you the opportunity to: Own volume retention, operational performance and relationships with Enterprise platform partners, lead on the operational initiatives with Wise teams to unblock the growth opportunities. This means driving the operational performance analysis, working towards improving the straightforward processing of the partners on your portfolio, addressing the operational concerns on the partnership and being partner’s operational owner (last escalation level, operational friction patterns), managing stakeholders and conducting business review meetings, providing solutions to partners looking to improve the operational state and supporting them through the execution. Unblocking 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, ensuring long-term partner satisfaction and minimizing churn. Own operational success plans, business reviews and data analysis with partners to maximize the value they get from Wise. Analyzing the operational performance and being the driver of strategic operational improvements with partners and keeping our partners as well as internal teams accountable to follow the timelines on the plan. Identifying areas for improvement, and leading cross-functional initiatives to optimize operational processes. Align these plans with key performance metrics (e.g.,success rates, contact rates, customer satisfaction) to drive growth, improve partner outcomes, and ensure long-term success. Present the data analysis and progress updates on the regular basis to the partner. Lead incident response and communication, acting as the liaison between partners and internal teams during service disruptions, and providing clear, timely updates. Advocate for partner needs by providing feedback to internal teams, influencing product roadmaps, and ensuring our 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, ensuring alignment on operational goals and fostering long-term, strategic collaboration. Influence the partners to implement the endpoints & webhooks to help automate internal & partner’s support operational teams by sending the data via API to our partner. Analyze the quality of the servicing we provide to our partners and their customers. Getting the feedback from partners and reviewing how internal procedures and SLAs help partners and their end-users get the most efficient service from Wise. Identify and raise the key improvement areas.

Requirements

You have 5+ years in Fintech/Banking and experience working with enterprise banking clients or large companies in the payments or financial services industry.
You have driven the projects to improve customer experience and achieve tangible measurable results (example: speed accuracy improved by X% for Wise.com clients on X currency)
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 the experience influencing C-level executives and working cross-functionally with internal teams (e.g., Product, Compliance, and Engineering) to deliver outcomes.
Technical fluency – you understand APIs, webhooks, and system integrations. While you won’t be coding, you’ll work closely with engineers and be comfortable discussing technical solutions with partners.
Exceptional communication skills – you can explain complex technical and operational concepts clearly to both technical and non-technical audiences.
Autonomous and adaptable – you’re comfortable working independently in a fast-paced, evolving environment while managing multiple priorities effectively.
You must have examples of how you have unblocked solutions with product and engineering teams by articulating data, examples how you have overcome pushback

Nice To Haves

Comprehensive understanding of Correspondent banking product and solutions
Have experience working directly with Tier 1 or Tier 2 banks or large fintechs in an enterprise environment.
Are familiar with regulatory frameworks (e.g., AML, KYC, PSD2) affecting cross-border payments and banking operations.
Have led technical onboarding or implementation projects for complex payment systems.

Responsibilities

Own volume retention, operational performance and relationships with Enterprise platform partners, lead on the operational initiatives with Wise teams to unblock the growth opportunities.
Partner with Account Managers to drive retention targets by improving transfer success, reducing defects, lowering contact and RFI rates, and enhancing overall partnership scalability.
Own operational success plans, business reviews and data analysis with partners to maximize the value they get from Wise.
Lead incident response and communication, acting as the liaison between partners and internal teams during service disruptions, and providing clear, timely updates.
Advocate for partner needs by providing feedback to internal teams, influencing product roadmaps, and ensuring our 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, ensuring alignment on operational goals and fostering long-term, strategic collaboration.
Analyze the quality of the servicing we provide to our partners and their customers.

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