Customer Success Manager

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

Job Description
We are looking for an experienced and customer-focused 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 Wise’s industry-leading 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 low-cost cross-border payments.

We’re seeking a Customer Success Manager with a strong track record of managing operational relationships with enterprise banking clients and large-scale fintechs. This role requires a mix of technical acumen, problem-solving 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 cross-functionally with Product, Compliance, Legal, Engineering, and Implementation to deliver best-in-class experiences to our partners.

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.

What You’ll Do:

• Own and manage operational relationships with enterprise-level banking and fintech partners, serving as their primary point of contact for technical and operational matters, including escalations and complex problem-solving.
• 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.
• Develop, drive, and maintain clear operational account plans for each partner by analyzing performance data, identifying areas for improvement, and leading cross-functional 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 long-term 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 data-driven 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 long-term, 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 cross-border payments, including knowledge of payment rails (ACH, wire, RTP), reconciliation processes, and 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 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.
• Problem-solving 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 non-technical audiences.
• Autonomous and adaptable – you’re comfortable working independently in a fast-paced, 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 cross-border payments and banking operations.
• Have led technical onboarding or implementation projects for complex payment systems.

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Additional Information

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

We're 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 it's like to work at Wise visit Wise.Jobs.

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