hackajob · 6 hours ago
Senior Customer Success Manager
Austin, TX
Full-time
Onsite
Senior Level
5+ years exphackajob is collaborating with Wise, a global technology company focused on improving money management. The Customer Success Manager will own operational strategies and ensure the success of high-value banking and fintech partners, driving performance improvements and fostering long-term relationships.
Artificial Intelligence (AI)Generative AIHuman ResourcesRecruitingSoftware
Responsibilities
Own volume retention, operational performance and relationships with Enterprise platform partners, lead on the operational initiatives with Wise teams to unblock the growth opportunities
Partner with Account Managers to drive retention targets by improving transfer success, reducing defects, lowering contact and RFI rates, and enhancing overall partnership scalability
Own operational success plans, business reviews and data analysis with partners to maximize the value they get from Wise
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
Analyze the quality of the servicing we provide to our partners and their customers
Qualification
Required
You have 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
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
You must have examples of how you have unblocked solutions with product and engineering teams by articulating data, examples how you have overcome pushback
Preferred
Comprehensive understanding of Correspondent banking product and solutions
Have experience working directly with Tier 1 or Tier 2 banks or large fintechs in an enterprise environment
Are familiar with regulatory frameworks (e.g., AML, KYC, PSD2) affecting cross-border payments and banking operations
Have led technical onboarding or implementation projects for complex payment systems
Company
hackajob
The AI-native tech hiring platform trusted by enterprises, scale-ups, and 1M+ tech professionals worldwide.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$33MKey Investors
Volition CapitalDowning VenturesTechstars
2023-05-03Series B· $25M
2018-10-25Series A· $6.7M
2017-03-31Seed· $0.58M
Leadership Team
Mark Chaffey
CEO
Phil Kell
VP - Marketplace
Recent News
2025-10-23
2025-09-26
2025-09-12
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