Senior Customer Success Manager

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their life easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.

More about our mission.

About the role:

You will be working closely with the Account Management team and Wise operational teams, which are global. You will also work with other functions, including product management, tech, legal, compliance, implementation and business development.

This role will give you the opportunity to:

• Own and nurture operational relationships with partners and unblock the growth opportunities. This means being their first point of operational contact (escalations, operational friction patterns), managing stakeholders and conducting business meetings, providing solutions to partners looking to improve the operational state and supporting them through the execution. Unblocking operational obstacles to growth.
• Own operational success plans with partners to maximize the value partners get from Wise. This means analyzing the operational performance and being the driver of strategic operational improvements with partners and keeping our partners as well as internal teams accountable to follow the timelines on the plan.
• Scale internal operations. This means looking into the data (on partner-level, regional and global), working closely with servicing teams to understand what are the key friction points caused by platform partnerships and how we can eliminate/ reduce these gaps by negotiating changes with partners, product, engineers and other stakeholders on a regional or global level. Take the lead on implementing these changes.
• Agree with partners on implementing the endpoints & webhooks. This means exploring what endpoints & webhooks exist and can be helpful and what should be created to help automate internal & partner’s support operational teams by sending the data via API to our partner. Negotiate such changes with a partner, as they need to do tech work on their end as well.
• Analyze the quality of support we provide to our partners and their customers. This means understanding how well our responses solve the cases raised, what we can do to improve the resolution rate and reduce the amount of contacts by working with the internal teams for your partner and for the whole region in particular. Collecting feedback from assigned partnerships to identify key improvement areas.

About you:

• 3 to 5 years of experience working in the banking, financial, or fintech industry space
• You have experience in delivering excellent service to customers and partners. At Wise, customers always come first, so you need to be enthusiastic about helping our customers and delivering on our mission
• You are data-driven, able to collect and analyze data to prioritize the big wins for our partnerships and for scaling internal teams
• You have proven track of record completing the projects with measurable results, scaling internal costs and improving the processes
• You’re creative in finding solutions when you are blocked. You’ll have a number of ways to reach cross-team agreements that work for us, the partner and customers even when you receive a push back
• You’re motivated and have a desire to contribute significantly to our overarching mission
• You go above and beyond the call of duty, work independently without a script and solve complex customer problems working with other teams
• You’re self-motivated, can identify efficiencies and are driven to make them happen
• You are an excellent communicator - have a proven track of negotiating changes with internal teams and/or external stakeholders.

Key benefits:

• 🚀 RSU’s in a rapidly growing company
• ✈️ Wisers can work remotely for 90 days a year. By ‘remote’ we don’t just mean from home, but from wherever in the world you choose to
• 💪 An annual self-development budget
• 🩺 Medical, dental, & vision insurance – including HSA and FSA options
• 💝 Company-paid: Life Insurance, Short & Long-Term Disability, and an EAP program
• ☀️ 25 days PTO, 15 sick days, 11 bank holidays, 5 compassionate leave days, 3 paid “Me” days and a paid volunteer day, annually
• 🏝️ A paid 6-week sabbatical leave after four years
• 👶🏼 18-weeks of paid parental leave, after a year with us
• 💰 401k with up to a 4% employer match
• 🏆 BuiltIn Award winner for Best Places to Work and Best Large Places to Work
• Click HERE for more info on our benefits (Austin)

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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.

Every Wiser should feel that they can be themselves at work.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to share their contributions towards mission zero and able to progress in their careers.

Having diverse teams that reflect our diverse customer base helps us build a better product. We can be more creative and empathetic to our customer’s needs and make sure we leave no-one behind on our journey to mission-zero.

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.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.