Customer Success Manager

Job Description

About Wise Platform:

Wise Platform allows banks, fintechs, and enterprises to embed Wise's international payments infrastructure directly into their own products. Our technology powers partners globally — including some of the largest banks and fintechs in Brazil — enabling them to offer fast, transparent, and low-cost cross-border payments and global accounts to their customers.

About the role:

Brazil is one of the most exciting markets in Wise Platform's global portfolio. We've built partnerships with leading Brazilian financial institutions — including one of the world's largest neobanks — and we're just getting started.

As a Customer Success Manager, you will own the operational success of a portfolio of Brazilian banking and fintech partners — ensuring they get maximum value from Wise's payment infrastructure, stay operationally healthy, and are set up to grow.

You'll work hand-in-hand with the Account Management team and Wise's internal teams — Product, Cards API, Compliance, Engineering, Legal, and Servicing — to drive performance, unblock growth, and deliver meaningful improvements to the metrics that matter most.

This is a mid-level, partner-facing, operational role. You'll need to be curious, structured, data-driven, and genuinely energized by working in one of the most complex and fast-moving payment markets in the world.

This role will give you the opportunity to:

• Own operational relationships with a portfolio of Brazil-based banking and fintech partners — serving as their key operational contact for escalations, improvement initiatives, and day-to-day queries, across both Cards API/MCA and remittance product models

• Drive partner retention and performance by working with Account Managers to improve success rates, reduce defect/contact/RFI rates, improve card authorization rates, and improve overall operational scalability

• Build and execute operational account plans with partners — tracking health metrics, identifying areas of friction, and leading cross-functional initiatives to resolve them

• Lead quarterly business reviews (QBRs) with partner stakeholders, presenting operational performance data and leading discussions on priorities and roadmap alignment

• Lead incident response — coordinating between partners and internal Wise teams during service disruptions and keeping partners informed throughout

• Navigate Brazil's regulatory landscape — understanding and managing partner-specific compliance requirements including Financial Capacity (AML/CPF), PEP handling, BACEN obligations, RFI flows, and IOF dynamics

• Advocate for your partners internally — feeding insights to product and tech teams, influencing the roadmap, and ensuring partner needs are represented

• Develop trusted relationships with operational and technical stakeholders at partner organizations, aligned on goals and built on reliability and transparency

• Use data to drive improvements — building analyses, identifying patterns, and presenting findings in business reviews and internal prioritization discussions

Qualifications

• At least 3–5 years of experience in customer success, account management, or operational roles, ideally supporting partners/clients in payments, fintech, or financial services

• Experience managing B2B operational relationships with external partners or enterprise clients

• Data-driven mindset — comfortable working with operational data, identifying trends, and using insights to drive decisions

• Project management skills — able to lead improvement initiatives end-to-end, engaging cross-functional teams and holding stakeholders accountable

• Technical fluency — you understand APIs, webhooks, and integrations at a conceptual level; you don't need to code, but you're comfortable discussing technical topics with partners and engineers

• Strong communicator — able to explain complex operational or technical topics clearly, in both Portuguese and English

• Autonomous and proactive — you take ownership, act without being told, and thrive in environments where you have to build your own structure

Great to have: 

• Have experience with Brazil's payment ecosystem and/or are familiar with regulatory frameworks (AML, KYC, BACEN regulations) affecting financial services in Brazil

• Have worked with Tier 1 or Tier 2 banks or large fintechs in Brazil or LatAm

• Have experience with card issuance products (Cards API, MCA, BIN management)

• Have used Looker, SQL, or similar tools for operational analysis

• Understand how API-based payment integrations work end-to-end

Additional Information

*Please note, only resumes provided in English will be considered*

This is a hybrid position located in São Paulo, Brazil, and not fully remote (minimum 3 days at office). You must be able to commute to the office or open to self-relocation.

You’re eligible to work in Brazil, we cannot sponsor Visas for this role.

Our Benefits:

🚀 RSU’s in a rapidly growing company

💻 Flexible working model 

💪 An annual self-development budget

🩺 Health and dental allowance for you and your dependents

💝 Company-paid: Life Insurance, and an EAP program

☀️ Paid time off: 30 days vacation + 3 “Me” days + 1 volunteer day, annually

🏝️ A paid 6-week sabbatical leave after four years

👶🏼 18-weeks of paid parental leave, after a year with us and child care assistance

🚌 Transportation vouchers

🍕 Food (730 BRL per month) and meal (1,188 BRL per month) vouchers

🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil

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.