Customer Success Manager

Wise
Austin
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Communication","Stakeholder management","Data analysis","Cross-functional collaboration","Adaptability"]

Own operational strategy and execution for a portfolio of enterprise banking and fintech partners on the Wise Platform. Drive volume retention and operational performance by analyzing data, running business review meetings, and escalating issues to resolve root causes. Partner with Account Management and cross-functional teams (operations, product, tech, legal, compliance, implementation, business development) to unblock growth, improve retention metrics, and advocate for partner needs.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Wise
Wise
3 days ago

Customer Success Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 2 weeks ago

Job Summary

Own operational strategy and execution for a portfolio of enterprise banking and fintech partners on the Wise Platform. Drive volume retention and operational performance by analyzing data, running business review meetings, and escalating issues to resolve root causes. Partner with Account Management and cross-functional teams (operations, product, tech, legal, compliance, implementation, business development) to unblock growth, improve retention metrics, and advocate for partner needs.
Location: Austin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Own volume retention and operational performance for enterprise platform partners, acting as final escalation for operational concerns.
  • •Partner with Account Management to drive retention targets by improving transfer success, reducing operational issues, lowering contact rates, and improving scalability.
  • •Own data-driven business reviews and operational success plans, including Quarterly Business Reviews, aligning actions to key metrics and timelines.
  • •Lead incident resolution and communication during service disruptions, working cross-functionally to address root causes and recurring issues.
  • •Advocate for partner needs by providing feedback to internal teams and influencing product roadmaps and partner integration endpoints/webhooks via API.

Key Requirements

  • •5+ years of experience in fintech/banking with exposure to enterprise banking clients or large companies in payments/financial services.
  • •Experience improving customer experience through projects that deliver measurable results.
  • •Deep operational expertise in cross-border payments, including payment rails (ACH, wire, RTP), reconciliation processes, and API-based technical implementation.
  • •Strong stakeholder management skills, influencing senior executives and working cross-functionally with teams such as Product, Compliance, and Engineering.
  • •Technical fluency with APIs and webhooks/integrations, plus exceptional communication to explain complex concepts to technical and non-technical audiences.
Experience:5+ yearsFintechBankingPaymentsCross-border paymentsEnterprise bankingFinancial services
Skills:CommunicationStakeholder managementData analysisCross-functional collaborationAdaptability
Languages:English
Tech Stack:APIsWebhooksSystem integrationsWise PlatformWise.comQuarterly Business Reviews

Company Brief

Wise
Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 2011
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor