Job DescriptionAs a
Customer Success Manager, you'll own the operational strategy and execution for a portfolio of high-value banking and fintech partners on Wise Platform - driving continuous improvement in how payment solutions are delivered, so partners stay operationally stable and ready to grow.
That breaks into two parts:
- Owning the operational strategy: You set and drive the strategy behind improving operational performance and volume retention for your partner portfolio - continuously improving how payment solutions are delivered, in close partnership with the Account Management team (who own the strategic relationship).
- Executing cross-functionally: You put that strategy into action day-to-day, working with Wise operational teams plus product, tech, legal, compliance, implementation, and business development to keep partners stable and unlock growth.
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 for your Enterprise platform partners - leading operational initiatives with Wise teams to unblock growth opportunities. In practice, this means driving operational performance analysis and working to smooth out straightforward processing for the partners in your portfolio. You'll address operational concerns on the partnership as the final escalation point, spotting and resolving recurring friction patterns, while managing stakeholders and running business review meetings. You'll also propose solutions for partners looking to improve their operational state and support them through execution - ultimately removing the operational obstacles standing in the way of growth.
- Partner with Account Managers to drive retention targets by improving transfer success, reducing operational issues, lowering contact rates, and enhancing overall partnership scalability. To do this - we expect you to use data insights to track performance, proactively addressing risks, and implementing initiatives that improve key retention metrics, ensuring long-term partner satisfaction and minimizing churn.
- Own operational success plans and data-driven business reviews, including helping manage Quarterly Business Reviews, to maximize the value partners get from Wise. Build plans aligned to key metrics (success rates, contact rates, customer satisfaction), holding both partners and internal teams accountable to timelines. Regularly present data analysis and progress updates to partners, using the insights to shape ongoing strategic improvements.
- Own incident resolution & communication - leading response for your partner portfolio, acting as the liaison between partners and internal teams during service disruptions, and driving clear, timely communication throughout. This goes beyond managing a single incident: you drive fixes that address the root cause, working cross-functionally to resolve related and recurring issues affecting broader NAM operations - not just the immediate partner impacted.
- 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.
Qualifications- At least 5+ years in Fintech/Banking and experience working with enterprise banking clients or large companies in the payments or financial services industry.
- Experience driving 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 have:- 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.
Additional Information 
