Senior Customer Success Manager (German Speaking)

Wise
London
Workplace: OnsiteFull timeGBP 74,000 - 110,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Stakeholder management","Negotiation","Presentation","Incident management","De-escalation"]

Own the operational relationship and volume retention for Tier 1 EMEA partners across the UK and Germany. Drive QBRs, align operational performance with commercial goals, and proactively close systemic gaps that unlock revenue and partner scalability. Act as incident commander for high-severity issues, translating learnings into reusable runbooks and escalation playbooks. Use data (SQL/Looker/Lightdash) to manage service-level metrics and influence Wise Platform product roadmaps.

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FursaFursa
Wise
Wise
1 month ago

Senior Customer Success Manager (German Speaking)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Own the operational relationship and volume retention for Tier 1 EMEA partners across the UK and Germany. Drive QBRs, align operational performance with commercial goals, and proactively close systemic gaps that unlock revenue and partner scalability. Act as incident commander for high-severity issues, translating learnings into reusable runbooks and escalation playbooks. Use data (SQL/Looker/Lightdash) to manage service-level metrics and influence Wise Platform product roadmaps.
Location: London
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Own the end-to-end operational relationship for Tier 1 EMEA partners and act as a trusted advisor to partner-side operational and executive stakeholders.
  • •Lead QBRs and independently drive operational success strategy, partnering with the Account Manager to align operational roadmaps with commercial goals.
  • •Proactively identify and close operational gaps (e.g., new currency expansion, Cards adoption, reducing defect/RFI/contact rates) and build data-backed business cases to secure buy-in across Product, Servicing, Compliance, and Engineering.
  • •Serve as incident commander for cross-regional, high-severity incidents, coordinating stakeholders, drafting partner communications, and driving post-incident follow-through and reusable frameworks.
  • •Own key service and scalability metrics (Payment Success Rate, Contact Rate, RFI Rate, Defect Rate, Partner Health Score) and use advanced data analysis to propose API/process improvements; build playbooks and mentor less senior CSMs.

Pay and Benefits

Salary: GBP 74,000 - 110,000 annually

Key Requirements

  • •Professional-level German proficiency (spoken and written) to support the German-speaking partner portfolio.
  • •Experience in customer success, account/relationship management, or operational leadership for Tier 1 enterprise clients, ideally in payments, fintech, or financial services.
  • •Proven executive-level stakeholder management with Tier 1 relationships (including $5M+ ARR clients).
  • •Strong technical fluency discussing APIs, webhooks, and payment rails with partner engineering teams.
  • •Advanced data analysis skills (SQL/Looker/Lightdash or equivalent) to build business cases.
Experience:FintechPaymentsFinancial services
Skills:Stakeholder managementNegotiationPresentationIncident managementDe-escalation
Languages:GermanEnglish
Tech Stack:APIsWebhooksPayment railsSwiftSQLLookerLightdash

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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