Customer Success Lead - APAC

Job Description

We’re seeking a brilliant, driven Customer Success Lead to build and lead our APAC CSM team. The team is focused on helping our Wise Platform partners scale their API integrations successfully. The key areas they work on includes improving contact rates, ensuring seamless payments, minimizing issues, and automating invoicing. You will work with various departments globally to enhance partner satisfaction and success.

This role will give you the opportunity to lead a team that:

• Builds Strong Partner Relationships. The team manages and improves operational relationships with partners. They are the main point of contact for resolving issues and finding ways to remove obstacles to their growth. They lead meetings, manage stakeholders, and provide effective solutions.

• Scales Partner Operations. The team develops and oversees plans that help partners get the most from Wise. They use data to identify areas for improvement and ensure both partners and internal teams meet their goals.

• Improves Product Operations. The team analyzes data to understand challenges in partner operations caused by deficiencies in our product operations. They work with internal teams to negotiate and implement solutions on a wider scale that enhance the experience for partners.

• Implements Technical Solutions. The team works with partners to agree on the use of APIs and webhooks that streamline processes. They help partners adapt to these changes and ensure they are technically equipped.

• Improves the Quality of Services. The team assesses the quality of support provided to partners, aiming to better solve their issues and decrease contact frequency. They gather feedback and implement changes to enhance our services.

Qualifications

• You have at least 2 years in a leadership role, ideally in payments, tech or fintech

• You have built or scaled a customer success team, focusing on reducing costs by removing operations problems at the core

• You are experienced in influencing internal teams to prioritize improvements that have a positive impact on partners/clients

• You’ve worked with enterprise partners/clients before, lead meetings, managed QBRs and have been a main point of contact to partners/clients

• You’re skilled at analyzing data to prioritize important improvements for partnerships and internal processes

• You’ve successfully delivered impactful projects that improved business processes and reduced costs for your company and the partners/clients

• You are creative at solving problems and can navigate challenges to secure agreements across cross-functional teams

Additional Information

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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