Customer Success Manager

Job Description
We are looking for an experienced and customerfocused Customer Success Manager to join our Wise Platform team in North America supporting our banking and large fintech partners. In this role you will drive the operational success of our most strategic partnerships ensuring our partners maximize value from Wises industryleading payment solutions.

Wise Platform has successfully partnered with leading financial institutions and fintechs globally including Morgan Stanley Standard Chartered and Brex. Our technology powers 80 partners enabling them to offer fast transparent and lowcost crossborder payments.

Were seeking a Customer Success Manager with a strong track record of managing operational relationships with enterprise banking clients and largescale fintechs. This role requires a mix of technical acumen problemsolving expertise and the ability to drive operational improvements across complex partner ecosystems.

A Bit About the Role:
This position is based in our Austin HQ office where you will work closely with the Customer Success Lead and collaborate with the Account Management and Wise Platform teams globally. You will also work crossfunctionally with Product Compliance Legal Engineering and Implementation to deliver bestinclass experiences to our partners.

As a Customer Success Manager you will own the operational strategy and for a portfolio of highvalue banking and fintech partners ensuring their ongoing success and driving continuous improvement in how we deliver payment solutions.

What Youll Do:

• Own and manage operational relationships with enterpriselevel banking and fintech partners serving as their primary point of contact for technical and operational matters including escalations and complex problemsolving.
• 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 longterm partner satisfaction and minimizing churn.
• Develop drive and maintain clear operational account plans for each partner by analyzing performance data identifying areas for improvement and leading crossfunctional initiatives to optimize operational processes. Align these plans with key performance metrics (e.g. authorization rates processing efficiency and customer satisfaction) to drive growth improve partner outcomes and ensure longterm success.
• Lead incident response and communication acting as the liaison between partners and internal teams during service disruptions and providing clear timely updates.
• Optimize internal and external processes using datadriven insights to identify recurring challenges and implement solutions that scale operations and improve partner experiences.
• 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.
• Develop trusted relationships with senior stakeholders at partner organizations ensuring alignment on operational goals and fostering longterm strategic collaboration.

About You:

• 5 years of experience in customer success account management or operational roles supporting enterprise banking clients or large fintechs in the payments or financial services industry.
• Deep operational expertise in crossborder payments including knowledge of payment rails (ACH wire RTP) reconciliation processes and the technical implementation of APIbased solutions.
• Datadriven decisionmaker with the ability to collect analyze and interpret large datasets to prioritize operational improvements and measure success.
• Strong stakeholder management skills with experience influencing Clevel executives and working crossfunctionally with internal teams (e.g. Product Compliance and Engineering) to deliver outcomes.
• Technical fluency you understand APIs webhooks and system integrations. While you wont be coding youll work closely with engineers and be comfortable discussing technical solutions with partners.
• Problemsolving mindset you proactively identify and resolve issues navigate complexity and thrive in an environment where you can drive change and deliver results.
• Exceptional communication skills you can explain complex technical and operational concepts clearly to both technical and nontechnical audiences.
• Autonomous and adaptable youre comfortable working independently in a fastpaced evolving environment while managing multiple priorities effectively.

Bonus points if you:

• 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 crossborder payments and banking operations.
• Have led technical onboarding or implementation projects for complex payment systems.

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Additional Information :

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were 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.

If you want to find out more about what its like to work at Wise visit Wise.Jobs.

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Remote Work :

No

Employment Type :

Fulltime