Senior 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 help us create an entirely new network for the world’s money.

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 oversee 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 collaborate with product management, tech, legal, compliance, implementation and business development.

• 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 involves driving operational performance analysis, improving processing of partners in your portfolio, addressing operational concerns, acting as the partner’s operational owner, managing stakeholders, conducting business review meetings, providing solutions to partners and supporting them through execution.
• 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. Analyze operational performance, drive strategic improvements, keep teams accountable to timelines, identify areas for improvement, and lead cross‑functional initiatives to optimize processes. Align 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 data analysis and progress updates regularly 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 scalable solutions that improve partner experiences.
• Develop trusted relationships with senior stakeholders at partner organizations, ensuring alignment on operational goals and fostering long‑term, strategic collaboration. Influence partners to implement endpoints & webhooks to automate support operations by sending data via API to our partner.
• Analyze the quality of the services we provide to our partners and their customers, gathering feedback, reviewing internal procedures and SLAs, and identifying key improvement areas.

• 5+ years in fintech/banking with experience working with enterprise banking clients or large companies in the payments or financial services industry.
• Demonstrated success delivering projects that improve customer experience and achieve tangible, measurable results (e.g., speed accuracy improved by X% for  clients on X currency).
• Deep operational expertise in cross‑border payments, including knowledge of payment rails (ACH, wire, RTP), reconciliation processes, and technical implementation of API‑based solutions.
• Data‑driven decision‑maker with the ability to collect, analyze, and interpret large…