Senior Customer Success Manager

Company Description

Wise Platform empowers banks, fintechs and enterprises to build global payments solutions. Seamlessly integrate our leading, scalable infrastructure to access a network with 5 direct connections into payment systems and 90+ banking partners.

We are looking for a strategic operational CSM who excels in managing and scaling enterprise-level partnerships. As a Senior Customer Success Manager, your role will focus on operational excellence, process automation, and continuous improvement, ensuring our partners achieve maximum value from their collaboration with Wise.

Job Description

Key Responsibilities:

• Operational Ownership: Serve as the primary operational contact for enterprise partners, managing operational challenges, unblocking growth opportunities and handling escalations. Ensure seamless functioning of our services.

• Strategic Improvement Initiatives: Develop and implement operational success plans, driving strategic improvements based on comprehensive data analysis. Ensure both partners and internal teams adhere to agreed timelines and objectives.

• Scaling and Process Optimization: Identify key friction points in operations, using data-driven insights. Lead negotiations and implement process changes with partners, product teams, and engineers to enhance efficiencies and scalability.

• API Integration and Collaboration: Spearhead the exploration and implementation of endpoint and webhook solutions, negotiating with partners to ensure seamless data exchange and automation of operational support systems.

• Quality and Performance Analysis: Evaluate support quality and partner feedback to identify areas for improvement. Work with cross-functional teams to enhance resolution rates and minimize operational challenges

Qualifications

• Experience: Minimum 3 years in the tech space with a focus on operations and payments processing. Ideally in fintech, but not mandatory. Sales experience is not applicable for this role.

• Analytical and Data-Driven: Strong ability to gather and analyze data to inform decision-making and prioritize high-impact projects. Experience working with Looker or SQL is a plus. 

• Proven Project Management: Track record of completing projects that yield measurable results in operations improvement and cost scaling.

• Problem Solving and Initiative: Creative thinker with a proactive approach to overcoming challenges and achieving cross-team consensus.

• Excellent Negotiator and Communicator: Ability to effectively communicate and negotiate changes with internal teams and external stakeholders, overcome blockers by articulating the data and impact analysis.

• Self-Motivated and Independent: Capable of working autonomously, identifying operational efficiencies, and executing improvements proactively.

Additional Information

We’re people without borders — without judgment or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.

And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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