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Wise · 1 day ago

Senior Customer Success Manager

Austin, TX

Full-time

Onsite

Senior Level

5+ years exp

Wise is a global technology company focused on improving the way money is moved and managed. They are seeking a Senior Customer Success Manager to oversee operational strategies for high-value banking and fintech partners, ensuring their success and driving continuous improvement in payment solutions.

Financial Services

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

Qualification

Fintech experienceCross-border paymentsData analysisStakeholder managementAPI knowledgeTechnical onboardingRegulatory knowledgeOperational expertiseProject managementCommunication skills

Required

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