Customer Success Manager

About the role

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 be responsible for Wise Platform partner volume retention and operational performance, working closely with the Account Management team and Wise operational teams to ensure partners receive maximum value from our product, remain operationally stable, and are positioned for growth.

You will collaborate with product management, tech, legal, compliance, implementation, and business development teams to unblock growth opportunities and optimize partner experiences.

Responsibilities

• Own volume retention, operational performance, and relationships with Enterprise platform partners.
• Lead operational initiatives with Wise teams to address and resolve growth obstacles.
• Drive operational performance analysis to improve partner processing efficiency and address operational concerns.
• Serve as the partner’s operational owner, acting as the last escalation level for operational friction patterns.
• Manage stakeholders and conduct business review meetings to provide solutions and support execution.
• Partner with Account Managers to drive retention targets by improving transfer success, reducing defects, lowering contact and RFI rates, and enhancing partnership scalability.
• Use data insights to track performance, proactively address risks, and implement initiatives to improve key retention metrics.
• Own operational success plans, business reviews, and data analysis with partners to maximize the value they derive from Wise.
• Analyze operational performance and drive strategic improvements, holding partners and internal teams accountable to timelines.
• Identify areas for improvement and lead cross-functional initiatives to optimize operational processes.
• Align operational plans with key performance metrics (e.g., success rates, contact rates, customer satisfaction) to drive growth and improve outcomes.
• Present data analysis and progress updates to partners on a regular basis.
• Lead incident response and communication, acting as the liaison between partners and internal teams during service disruptions.
• Advocate for partner needs by providing feedback to internal teams and influencing product roadmaps.
• Optimize internal and external processes using data-driven insights to address recurring challenges and scale operations.
• Develop trusted relationships with senior stakeholders at partner organizations to ensure alignment on operational goals.
• Influence partners to implement endpoints and webhooks to automate support operations via API.
• Analyze the quality of servicing provided to partners and their customers, gathering feedback to review internal procedures and SLAs.
• Identify and raise key areas for improvement to enhance partner and end-user experiences.

Requirements

• At least 5 years of experience in Fintech/Banking, with a background working with enterprise banking clients or large companies in payments or financial services.
• Proven track record of driving projects to improve customer experience and achieving measurable results (e.g., speed or accuracy improvements).
• Deep operational expertise in cross-border payments, including knowledge of payment rails (ACH, wire, RTP), reconciliation processes, and API-based solutions.
• Strong data-driven decision-making skills, with the ability to collect, analyze, and interpret large datasets to prioritize improvements.
• Exceptional stakeholder management skills, with experience influencing C-level executives and collaborating cross-functionally (e.g., Product, Compliance, Engineering).
• Experience unblocking solutions with product and engineering teams.
• Technical fluency in APIs, webhooks, and system integrations; comfortable discussing technical solutions with partners.
• Exceptional communication skills, capable of explaining complex technical and operational concepts to diverse audiences.
• Autonomous and adaptable, comfortable working independently in a fast-paced environment while managing multiple priorities.

Additional Information

This is a hybrid position located in Austin, Texas, requiring a minimum of 3 days in the office per week. You must be able to commute to the office.