Senior Customer Success Manager

Wise
Tallinn
Workplace: HybridFull timeEUR 3,950 - 5,000 monthlyFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Cross-team alignment","Stakeholder management","Process automation","Documentation architecture","Program management"]

Own the operational architecture behind CSM workflows, using AI and automation to turn separated processes and scattered docs into a single, machine-readable source of truth. Scope and execute an ops roadmap by identifying high-frequency manual workflows to automate, design Salesforce objects/workflows to support CSM needs, and streamline reporting through dashboard-to-insight pipelines. Partner with teams to formalize operating agreements and remove CSMs as fallback for reactive work.

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FursaFursa
Wise
Wise
23 hours ago

Senior Customer Success Manager

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Own the operational architecture behind CSM workflows, using AI and automation to turn separated processes and scattered docs into a single, machine-readable source of truth. Scope and execute an ops roadmap by identifying high-frequency manual workflows to automate, design Salesforce objects/workflows to support CSM needs, and streamline reporting through dashboard-to-insight pipelines. Partner with teams to formalize operating agreements and remove CSMs as fallback for reactive work.
Location: Tallinn
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Architect and restructure separated team processes into streamlined workflows, keeping documentation as a single source of truth for AI-enabled internal tools and chatbots.
  • •Scope, sequence, and execute an operational processes roadmap by automating or partially automating high-frequency manual CSM workflows and prioritizing for efficiency gains.
  • •Design Salesforce CSM workflows, working with the Salesforce product team to implement dedicated workflows and objects aligned to CSM process needs.
  • •Build data and knowledge pipelines that automate the flow from Lightdash dashboards to tools so CSMs can evaluate partner performance quickly.
  • •Create standardized operating procedures and documentation to diagnose partner UI setups and build a success-case repository to streamline API and product feature rollouts.

Pay and Benefits

Salary: EUR 3,950 - 5,000 monthly

Key Requirements

  • •3+ years’ experience in Program Management, Business Operations, or Product Operations in a fast-paced tech company or scale-up.
  • •Hands-on experience configuring, designing, or optimizing CRM workflows, preferably Salesforce.
  • •Demonstrated ability to eliminate manual spreadsheet/Slack workflows by building automated workflows and single-source-of-truth knowledge bases (Notion, Confluence, Wikis).
  • •Comfortable working with modern AI/LLM tools to streamline team knowledge and workflows, with an understanding of APIs.
  • •Strong track record leading cross-team projects and securing buy-in from product, engineering, and business teams without line authority.
Experience:3+ yearsTechScale-upB2B SaaSFintech
Skills:Cross-team alignmentStakeholder managementProcess automationDocumentation architectureProgram management
Languages:English
Tech Stack:SalesforceNotionConfluenceWikisSlackLightdashAILLMRAGAPIsSalesforce workflowsPayment processingAI agents

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
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