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 lives 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 and what we offer.
Job DescriptionAs a Customer Success Manager, you will own the operational strategy and execution for a portfolio of high-value banking and fintech partners, ensuring their ongoing success and driving continuous improvement in how we deliver payment solutions.
You will be owning Wise Platform partner volume retention and operational performance, working closely with the Account Management team and Wise operational teams to ensure Wise Platform Partners receive the most value from our product, operationally stable and ready to grow. 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 volume retention, operational performance and relationships with Enterprise platform partners, lead on the operational initiatives with Wise teams to unblock the growth opportunities. This means driving the operational performance analysis, working towards improving the straightforward processing of the partners on your portfolio, addressing the operational concerns on the partnership and being partner’s operational owner (last escalation level, operational friction patterns), managing stakeholders and conducting business review meetings, providing solutions to partners looking to improve the operational state and supporting them through the execution. Unblocking operational obstacles to growth.
Partner with Account Managers to drive retention targets by improving transfer success, reducing defects, lowering contact and RFI rates, and enhancing overall partnership scalability. Use data insights to track performance, proactively address risks, and implement initiatives that improve key retention metrics, ensuring long-term partner satisfaction and minimizing churn.
Own operational success plans, business reviews and data analysis with partners to maximize the value they get from Wise. 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. Identifying areas for improvement, and leading cross-functional initiatives to optimize operational processes. Align these plans with key performance metrics (e.g.,success rates, contact rates, customer satisfaction) to drive growth, improve partner outcomes, and ensure long-term success. Present the data analysis and progress updates on the regular basis to the partner.
Lead incident response and communication, acting as the liaison between partners and internal teams during service disruptions, and providing clear, timely updates.
Advocate for partner needs by providing feedback to internal teams, influencing product roadmaps, and ensuring our platform evolves to meet the complex needs of enterprise banking and fintech clients.
Optimize internal and external processes, using data-driven insights to identify recurring challenges and implement solutions that scale operations and improve partner experiences.
Develop trusted relationships with senior stakeholders at partner organizations, ensuring alignment on operational goals and fostering long-term, strategic collaboration. Influence the partners to implement the endpoints & webhooks to help automate internal & partner’s support operational teams by sending the data via API to our partner.
Analyze the quality of the servicing we provide to our partners and their customers. Getting the feedback from partners and reviewing how internal procedures and SLAs help partners and their end-users get the most efficient service from Wise. Identify and raise the key improvement areas.
Qualifications
At least 5 years in Fintech/Banking and experience working with enterprise banking clients or large companies in the payments or financial services industry.
You have driven the projects to improve customer experience and achieve tangible measurable results (example: speed accuracy improved by X% for Wise.com clients on X currency)
Deep operational expertise in cross-border payments, including knowledge of payment rails (ACH, wire, RTP), reconciliation processes, and knowledge of the technical implementation of API-based solutions.
Data-driven decision-maker with the ability to collect, analyze, and interpret large datasets to prioritize operational improvements and measure success.
Strong stakeholder management skills with the experience influencing C-level executives and working cross-functionally with internal teams (e.g., Product, Compliance, and Engineering) to deliver outcomes.
Experience unblocking solutions with product and engineering teams
Technical fluency – you understand APIs, webhooks, and system integrations. While you won’t be coding, you’ll work closely with engineers and be comfortable discussing technical solutions with partners.
Exceptional communication skills – you can explain complex technical and operational concepts clearly to both technical and non-technical audiences.
Autonomous and adaptable – you’re comfortable working independently in a fast-paced, evolving environment while managing multiple priorities effectively.
Additional Information
This is a hybrid position located in Austin, Texas and not fully remote (minimum 3 days at office). You must be able to commute to the office.
Interested? Find out more:
👋 Wise Platform: who we are, what we do
👀 How we work: a practical guide
⚙️ The Wise Tech Stack, 2022 Edition
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.
Skills Required
- At least 5 years in Fintech/Banking working with enterprise banking clients or large companies in payments or financial services.
- Proven track record driving projects to improve customer experience with measurable results.
- Deep operational expertise in cross-border payments, payment rails (ACH, wire, RTP), and reconciliation processes.
- Knowledge of technical implementation of API-based solutions and system integrations.
- Data-driven decision-making with ability to collect, analyze, and interpret large datasets.
- Strong stakeholder management and experience influencing C-level executives and cross-functional teams.
- Experience unblocking solutions with product and engineering teams.
- Technical fluency with APIs and webhooks; comfortable discussing technical solutions with engineers and partners.
- Exceptional communication skills to explain complex technical and operational concepts to varied audiences.
- Autonomous and adaptable; able to work independently in a fast-paced environment while managing multiple priorities.
- Ability to work hybrid in Austin, Texas (minimum 3 days per week in office) and commute to the office.
What the Team is Saying
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Wise Compensation & Benefits Highlights
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Leave & Time Off Breadth — Global paid time off is presented as 33–36 days including local public holidays, plus three “Me Days,” with a paid six‑week sabbatical and stipend after four years. Work-from-anywhere for up to 90 days per year after six months further complements time away and flexibility.
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Equity Value & Accessibility — RSUs are granted to all employees, enabling broad ownership in the company. Equity is positioned as a standard, company‑wide component of total rewards.
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Parental & Family Support — Parental leave is described as generous across markets, with U.S. pages listing up to 18 weeks fully paid for birthing parents and 8 weeks for non‑birthing parents. Additional family‑oriented supports such as onsite Mother’s Rooms and abortion travel benefits are noted in certain locations.
Wise Insights
What We Do
Wise is a global technology company, building the best way to move and manage the world's money. With Wise Account and Wise Business, people and businesses can hold 40 currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new network for the world's money. Launched in 2011, Wise is one of the world’s fastest growing, profitable tech companies. In fiscal year 2025, Wise supported around 15.6 million people and businesses, processing over $185 billion in cross-border transactions and saving customers around $2.6 billion.
Why Work With Us
We’re truly global in who we are, how we work, and how we build. Everything we do is centred around creating a world of money that’s fast, easy, fair. And open to all. Everyone who works here owns a piece of Wise, from the work they do, to the stock they hold.
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Wise Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We expect new joiners in the office most days to build connections and learn from colleagues for their first six months. After that, most Wisers split their working week between the office and home, typically coming in at least 12 times a month.
